How to Measure Your Customer Satisfaction Score (CSAT)

A Guide to:

Kayako’s Customer Support Metrics deep dive series

CUSTOMERSATISFACTION

70%

What is customer satisfaction score?

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A customer satisfaction score indicates how satisfied your current customers are with your product or

service.

What is customer satisfaction score?

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Why should you measure customersatisfaction score?

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This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up

correspondence you might have sent.


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It also helps identify pain points in order to see which aspects of your support could be improved.

You can get an indication of the quality of replies, too. You can use this information to identify what aspect of

your support you can improve.


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How to measure yourcustomer satisfaction score

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It can be measured a variety of ways, but the most common is a transactional rating after contacting

support.


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After a support conversation, send your customer a quick one-question survey.

You might pose the following question:

“How would you rate your recent experience with our help desk?”

With the options: “Bad” or “Good”.

*Tip - the shorter the survey, the more likely you are to get responses.


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Check CSAT benchmark in your industry

Source: American Customer Satisfaction Index

Energy UtlitiesHealth Care & Social AssistanceInformationTransportationAccomodation & Food ServicesManufacturing/Durable GoodsManufacturing/Nondurable GoodsFinance & InsuranceRetail TradePublic Administration/GovernmentE-CommerceE-business

Sector76.477.671.273.878.581.279.575.176.865.181.773.4

201474.375.168.87478.378.876.774.874.863.979.574.4

2015-2.70%-3.20%-3.40%-0.30%-0.30%-0.30%-3.50%-0.40%-2.60%-1.80%-2.70%1.40%

% change

Number of“Good” responses

Total number ofsurveys received

X 100 = CSAT %


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So you’ve got yourcustomer satisfaction score…

Now what?

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Low customer satisfaction score?

Less than your industry average

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What this means:

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What this means:This indicates that your customer support interactions

need improvement.

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What to do:



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Ask your customers for more feedback to pinpoint areas that you need to work on.

Once you’ve got this insight, make sure you act on it to improve customer satisfaction.

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What to do:



Keep tracking your CSAT over time.If it starts to go down even more, or stays consistently low in spite of your e�orts, you may need rethink your

support strategy.If it’s on the way up, keep doing what you’re doing!

What to do:



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High customer satisfaction score?

More than your industry average

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What this means:

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Awesome job! Your customers are happy with short-term interactions with you.

Now’s a good time to measure your performance over the longer-term.

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What this means:



What to do:



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Consider measuring your customer e�ort score and Net Promoter Score.

These will tell you how loyal your customers are and how likely they are to recommend you to friends and

colleagues.Now’s a good time to measure your performance over

the longer-term.

What to do:



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Get the UltimateGuide to SupportMetrics cheat sheet.

Your guide to all the customer support metrics thatmatter, and how to calculate them.

Check it out!

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How to Measure Your Customer Satisfaction Score (CSAT)