Customer Satisfaction Score (CSAT)

What is customer satisfaction?

Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.

These are typically short, one- to two-question surveys offered at the end of a business transaction. A classic question is “How satisfied are you with the product?” Customers respond with a 1-5 rating scale, and answers ranging from “very satisfied” to “very unsatisfied.”

 

How would you rate your overall satisfaction with Pisano?

5 benefits of customer satisfaction

> Customer loyalty
> Identify areas of improvement
> Increase bran awareness
> Decrease customer churn
> Improve customer lifetime value

How to calculate customer satisfaction score

• Many businesses are able to tailor CSAT measurements to the needs of their own business.
  Pisano system is calculating the CSAT metrics by the most preferred and flexible arithmetical scale method. When calculating the satisfaction score, the arithmetic mean of the satisfaction value of the options corresponding to the answers given in all feedbacks is calculated.

You can change the body of the Satisfaction Score question. This question has 5 answers and each answer affects the satisfaction score as follows:

Very Good: 100%
Good: 75%
Average: 50%
Bad: 25%
Very Bad: 0%

For example:
If the distribution of the answers given to the questions that affect the positivity in the whole questionnaire is :10 very good, 4 good and 2 bad; calculation is done as follows;
                                          (100x10) + (4x75) + (2x25) / 16 = 84.37%

• Other different organizations use different methods to measure customer satisfaction. We can mention one of them which is commonly known as Top Two Box  (which measures the percentage of customers who consider themselves “satisfied” or better). 

 To calculate this percentage, first divide the total number of customers who are “very satisfied” (5) or “satisfied” (4) by the total number of responses. Then, multiply that result by 100 to get your customer satisfaction percentage.