What is customer satisfaction score (CSAT)?
CSAT is a key metric that shows how happy customers are with your product, service, or interaction. It’s a quick way to get feedback, usually through short surveys.
You’ll often ask customers to rate their satisfaction on a 1-5 or 1-7 scale. The results are then turned into a percentage.
A score of 100% means everyone’s totally satisfied. Anything above 80% is considered good.
CSAT helps you:
- Spot areas for improvement
- Track changes in customer happiness
- Compare your performance to others
It’s simple to use and gives you a clear picture of how you’re doing. But remember, it only captures feelings at one moment in time.
How is customer satisfaction score (CSAT) calculated?
CSAT turns survey responses into a percentage score. Here’s how to calculate it:
- Collect customer feedback using a rating scale (often 1-5)
- Count positive responses (usually 4 and 5 ratings)
- Divide positive responses by total responses
- Multiply by 100 for a percentage
For example, if you get 80 positive responses out of 100 total:
(80 / 100) x 100 = 80% CSAT score
This simple formula helps you measure customer happiness with your social media efforts. Remember, cultural differences can impact ratings, so consider your audience when interpreting results.
Why does customer satisfaction score (CSAT) matter for social media?
CSAT is crucial for your social media strategy. It helps you gauge how customers feel about your brand in real-time.
By tracking CSAT on social platforms, you can quickly spot and address issues. This leads to happier customers and better retention.
Social media CSAT scores give you insights into:
- Customer service quality
- Product satisfaction
- Brand perception
You can use these insights to make data-driven decisions and improve your social media engagement rate.
Monitoring CSAT on social channels lets you:
- Respond fast to negative feedback
- Identify trends in customer sentiment
- Showcase positive experiences
By focusing on CSAT, you’ll build stronger relationships with your audience and boost your brand’s reputation online.
CSAT vs NPS: what’s the difference?
CSAT and NPS are two key metrics for measuring customer feedback. CSAT focuses on satisfaction after specific interactions, while NPS gauges overall loyalty.
You’ll use CSAT to check how customers feel about recent experiences. It’s great for pinpointing issues in your customer service or product.
NPS helps you understand long-term customer relationships. It shows if customers would recommend your brand to others.
For social media, CSAT can measure satisfaction with your social customer care. NPS can track overall brand sentiment on social platforms.
Both metrics have their place. Use CSAT for immediate feedback and NPS for broader loyalty insights. Combining them gives you a fuller picture of customer advocacy.