How to measure Customer Satisfaction through CSAT Surveys.
Click on New Surveys and navigate to Customer Experience Survey, choose CSAT and click the Start button as shown in the below screenshot.
The first question by default will be 'How satisfied are you with [Name] ?’ where
[Name] can be a company/organization or product name.
To add a feedback question enable the
Include Feedback toggle. To customize feedback question based on the rating then enable
CSAT Feedback by rating toggle.
Now the feedback question will be based on the ratings they have selected as shown in the below screenshot.
Once your customer starts responding to the survey navigate to the result section to get all the insights and CSAT score as shown in the below screenshot.
As shown in the above screenshot the respondents will be classified into 3 category
- Satisfied Customers are represented as green color smileys (rated 4-5) .
- Neutral Customers are represented as yellow color smileys (rated 3).
- Dissatisfied Customers are represented as red color smileys (rated 1-2).
How to calculate CSAT score?
CSAT % = (Number of Respondents rated 4-5 / Total number of Respondents) X 100
Thus CSAT focuses the customer’s attention on specific touchpoints they were satisfied or dissatisfied with.
Next, We shall explore more on the CES survey. Until then