What is a Customer Satisfaction Score (CSAT)?

Customer Satisfaction Score (CSAT) - How satisfied are your customers?

Customer Satisfaction (CSAT) is a metric that measures customers' feelings regarding a recent interaction.

You can either measure customer satisfaction:

  • in every interaction: 
  • Ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail.

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  • after ticket, call, chat, or deal resolution: Survey your customers automatically after you close a ticket, finish a call, close a deal, fulfill an order or finish a chat. Choose how long to wait for post-resolution before sending out a survey.

Have issues with your trigger survey? Read our article with FAQs related to trigger settings and trigger conditions for all integrations.

Why measure CSAT?

Measuring customer satisfaction means having a better idea of what works to keep customers satisfied – and what leaves them unhappy. This way you’ll know what to keep up and what to fix. 

You’ll also be able to gauge the performance of not just support generally, but specific teams and individuals as well.

How to measure CSAT?

Customers will receive a survey asking if they were happy or satisfied with the service they received, to which they can respond positively or negatively. The customer chooses their response on a scale from bad (or not satisfied) to good (or satisfied). 

To calculate the CSAT score, subtract the % of customers who were unhappy from 100%. 

We calculate the CSAT score by the standard formula. 

The formula is  (The total number of positive responses) ÷ (Number of total responses) x 100 = % of satisfied customers

You can define the positive responses in the SURVEYS section > RATING VALUE. For instance, we consider the score of 4 and 5 as good on the 5-point scale. 

What does a CSAT survey look like?

You can send out an email with a survey after a ticket is closed, a call is ended, a chat is finished or a deal/order is closed. Or measure CSAT in every email interaction with your customers via survey in your email signature.

Nicereply CSAT surveys usually look like 3 smileys portraying different emotions, 2 hands with thumbs up or down, a 5-star survey, or a 10- star survey.