CSAT stands for Customer Satisfaction Score, which is a metric used to measure how satisfied customers are with a product or service. It is a way to quantify the level of customer satisfaction by collecting feedback from customers.
To calculate CSAT, you typically ask customers to rate their satisfaction with a product or service on a scale of 1 to 5, with 1 being the least satisfied and 5 being the most satisfied. You then calculate the average score from all the responses.
For example, if you receive 50 responses with the following ratings:
10 customers rated 5 (very satisfied)
20 customers rated 4 (satisfied)
10 customers rated 3 (neutral)
5 customers rated 2 (dissatisfied)
5 customers rated 1 (very dissatisfied)
You would calculate the CSAT score by adding up the total number of satisfied customers (those who rated 4 or 5) and dividing that by the total number of responses, then multiplying by 100 to get a percentage.
In this case, the calculation would be:
CSAT = (10 + 20) / 50 * 100 = 60%
So the CSAT score for this product or service is 60%.