Formula
CSAT = (Number of Satisfied Customers ÷ Total Survey Responses) × 100
Calculation Example
If 800 out of 1,000 respondents rate satisfaction as positive, CSAT = (800 ÷ 1,000) × 100 = 80%
Data Source
Customer surveys, feedback forms
Tracking Frequency
Monthly, Quarterly
Optimal Value
A score above 80% is generally considered good.
Minimum Acceptable Value
A low CSAT suggests customer dissatisfaction and potential churn.
Benchmark
Industry benchmarks: SaaS ~75-85%, Retail ~80-90%, Hospitality ~85-95%
Recommended Chart Type
Bar chart (to compare departments), Line chart (to track trends)
How It Appears in Reports
Displayed in customer service reports to evaluate satisfaction trends.
Why Is This KPI Important?
Indicates how well a company meets customer expectations.
Typical Problems and Limitations
Can be biased if only highly satisfied or dissatisfied customers respond.
Actions for Poor Results
Improve customer service training, enhance product quality, offer proactive support.
Related KPIs
Net Promoter Score (NPS), Churn Rate, First Response Time
Real-Life Examples
An airline improved CSAT from 75% to 88% by reducing average wait times for support calls.
Most Common Mistakes
Focusing only on CSAT without addressing deeper customer concerns.
