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What is CSAT?

CSAT is an abbreviation form of what we know as the Customer Satisfaction Score metric. It is one of the major indicators that reflects your customer’s insights about the product or the service.

It is calculated with very basic questions such as;

  • “How would you rate your experience?”
  • “Did you find this article helpful?”
  • “Would you recommend us to your friends?”
  • "Have you found what you were looking for on the site?"

Depending on your aim, you can specify the question. They also give us an idea about customer retention and loyalty. Would they recommend you their friend? Would they re-purchase? With the help of CTAS tools, we can make first step estimations about customers' attitude.

Why you should measure customer satisfaction score?

It’s crucial in terms of drawing a long-term roadmap for your company. Company owners make surveys to predict the future. Calculating CTAS allows you to collect feedbacks most easily and quickly.

Ask customers that how their experiences with your product or service to focus your attention to find similar customers and improve user experience accordingly.

It's a fact that users are less likely to express their dissatisfaction. They just leave the page without any feedback unless they are extremely dissatisfied. At the end of the day, you have either very good thoughts or very bad ones.

In the long term, you need more healthy data reflecting overall experience. So, you should evaluate customer satisfaction with the help of CTAS solutions.

How to measure customer satistafciton score?

Customer satisfaction score is based on a very simple math calculation:

Number of positive responses / numbers of total responses X 100 = (%) CSAT

Clearly, we need to get customer views regularly to calculate CSAT. Alright, so how can we get results, or what are the ways of reaching people and asking their opinions?

Ways of calculating customer satisfaction score

Likert scales are the most proper way to provide users a rating system. As you can easily imagine, star ratings are the most commonly used form of rating scales.

If you need more than numeric scores, an open text box option, and open-ended questions also preferable. If you prefer to use 5-point scales to measure, options will probably be as follows:

  • Highly unsatisfied (1)
  • Unsatisfied (2)
  • Neutral (3)
  • Satisfied (4)
  • Highly satisfied (5)

Some companies prefer 7 or 10-point Likert scales to diversify options, some of them only use binary questions like yes/no.

There are plenty of ways of asking for customer satisfaction. However, to get better results, we have to consider visitors' precious time and avoid using long and old-fashioned CTAS templates.

E-mails, phone calls, open ended questions, organic feedbacks on your social media accounts may be helpful in a broader context. Hovewer, level of participation consent is very low with these methods.

Popup surveys

Popup surveys are also one of the better tools to ask customer's opinions at the end of a session, purchase, or any other activity. Rather than embedded ones, they are most likely to get noticed by your target group.

Simply because they are controllable in terms of timing and placement. Put yourself in the visitor’s shoes. Would you prefer to convey your ideas via a long e-mail or survey? Or via a pop-up with a simple interface that appears at exactly the right time?

If your preference is slanted towards popup, You can find our blog post about simple popup access

If you want to create survey popups, you can do so with Popupsmart in 5 minutes! Create your first popup for free.

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