{"id":1093,"date":"2024-02-07T13:54:21","date_gmt":"2024-02-07T13:54:21","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog\/en\/?p=1093"},"modified":"2025-12-05T10:06:24","modified_gmt":"2025-12-05T10:06:24","slug":"customer-satisfaction-score-csat","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/en\/customer-satisfaction-score-csat\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">CSAT: Definition, Calculation and Interpretation<\/span>   of Customer Satisfaction Score<\/div>"},"content":{"rendered":"\n<div style=\"background-color: #e3f2fd; border-radius: 8px; padding: 25px 30px; margin: 25px 0; border: 1px solid #bbdefb;\">\n <h2 style=\"margin: 0 0 18px 0; font-size: 20px; color: #1565c0;\">What is CSAT (Customer Satisfaction Score)?<\/h2>\n <p style=\"margin: 0 0 12px 0;\">CSAT is a customer satisfaction indicator expressed as a percentage, obtained by asking a simple question after an interaction: &#8220;How satisfied are you with your experience?&#8221;.<\/p>\n <p style=\"margin: 0 0 12px 0;\">The customer responds on a scale of 1 to 5. Only &#8220;Satisfied&#8221; (4\/5) and &#8220;Very satisfied&#8221; (5\/5) responses are counted as positive.<\/p>\n <p style=\"margin: 0 0 12px 0;\"><strong>Formula:<\/strong> (number of positive responses \u00f7 total number of responses) \u00d7 100<\/p>\n <p style=\"margin: 0;\"><strong>Example:<\/strong> A CSAT of 80% means that 8 out of 10 customers report being satisfied.<\/p>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>CSAT (Customer Satisfaction Score) is an indicator that <strong>measures customer satisfaction levels<\/strong> immediately after an interaction with a company, product or service. It is calculated by dividing the number of positive responses by the total number of responses, then multiplying by 100. A score above 80% is considered excellent according to the American Customer Satisfaction Index.<\/p>\n\n\n\n<p>Three elements distinguish<strong> CSAT<\/strong> from other satisfaction indicators: its simplicity (a single question is sufficient), its immediacy (measured while the experience is still fresh) and its versatility (applicable to all touchpoints: purchase, delivery, support, website navigation).<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><em>&gt; Visit <strong>Drag&#8217;n Survey<\/strong> to <strong>create a satisfaction survey<\/strong>, <strong><a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/14-questions-to-ask-for-your-customer-satisfaction-survey\/\">click here<\/a><\/strong><\/em><\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"550\" height=\"350\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-score-csat.jpg\" alt=\"\" class=\"wp-image-1094\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-score-csat.jpg 550w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2024\/02\/customer-satisfaction-score-csat-300x191.jpg 300w\" sizes=\"auto, (max-width: 550px) 100vw, 550px\" \/><\/figure><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Presentation and Calculation of CSAT<\/span><\/h2>\n\n\n\n<p>The <strong>CSAT allows you to measure customer satisfaction<\/strong> on several levels. With this in mind, questions are most often presented as follows:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>On a scale of 1 to 10, how satisfied are you with the services offered by our company \/ our after-sales service \/ the advice given in-store, etc.<\/li><\/ul>\n\n\n\n<p><strong>The result of the CSAT is expressed as a percentage and ranges between 0 and 100%<\/strong>. For the rate to be representative, it is essential to collect as many responses as possible from customers.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"https:\/\/app.dragnsurvey.com\/en\/register\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"200\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll.png\" alt=\"\" class=\"wp-image-728\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll.png 500w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll-300x120.png 300w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/figure><\/div>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>To calculate the satisfaction rate, you should proceed as follows:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>CSAT = (number of positive responses \/ total number of responses) X100<\/strong><\/li><\/ul>\n\n\n\n<p>Starting from 80%, the result is considered very satisfactory. On the other hand, a rate below 50% is symptomatic of a bad relationship with customers and should alert the marketing teams.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<table style=\"width:100%; border-collapse: collapse; margin: 25px 0; font-size: 16px;\">\n <thead>\n <tr style=\"background-color: #2196F3; color: white;\">\n <th style=\"padding: 15px; text-align: left; border: 1px solid #ddd;\">Industry<\/th>\n <th style=\"padding: 15px; text-align: center; border: 1px solid #ddd;\">Average CSAT Score<\/th>\n <th style=\"padding: 15px; text-align: center; border: 1px solid #ddd;\">Recommended Target<\/th>\n <th style=\"padding: 15px; text-align: left; border: 1px solid #ddd;\">Optimal Timing<\/th>\n <\/tr>\n <\/thead>\n <tbody>\n <tr style=\"background-color: #f9f9f9;\">\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>E-commerce<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">80%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">85-90%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">24 to 48 hours after delivery<\/td>\n <\/tr>\n <tr>\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>Hospitality \/ Food Service<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">83%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">88-93%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">At the end of the stay or meal<\/td>\n <\/tr>\n <tr style=\"background-color: #f9f9f9;\">\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>Banking \/ Insurance<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">75%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">78-85%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">After sign-up or claim resolution<\/td>\n <\/tr>\n <tr>\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>Customer Support \/ After-Sales Service<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">78%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">80-88%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">Immediately after resolution<\/td>\n <\/tr>\n <tr style=\"background-color: #f9f9f9;\">\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>Retail \/ Brick-and-Mortar<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">77%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">82-88%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">At checkout or via SMS within 1 hour<\/td>\n <\/tr>\n <tr>\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>Telecommunications<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">70%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">75-82%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">After installation or service visit<\/td>\n <\/tr>\n <tr style=\"background-color: #f9f9f9;\">\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>SaaS \/ B2B Software<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">78%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">82-90%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">After onboarding or support ticket<\/td>\n <\/tr>\n <tr>\n <td style=\"padding: 12px; border: 1px solid #ddd;\"><strong>Transport \/ Logistics<\/strong><\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">74%<\/td>\n <td style=\"padding: 12px; text-align: center; border: 1px solid #ddd;\">78-85%<\/td>\n <td style=\"padding: 12px; border: 1px solid #ddd;\">After parcel delivery<\/td>\n <\/tr>\n <\/tbody>\n<\/table>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Asking the Right Questions and Understanding the Value Scale<\/span><\/h2>\n\n\n\n<p>For the responses to be easily interpretable and leave no room for ambiguity, it is recommended to offer a limited choice of closed questions. For example, you can opt for a simple choice like &#8220;yes&#8221; or &#8220;no,&#8221; or a precise value scale:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Very satisfied<\/li><li>Satisfied<\/li><li>Neutral<\/li><li>Dissatisfied<\/li><li>Very dissatisfied<\/li><\/ul>\n\n\n\n<p>The latter option is the most frequently used. Indeed, the responses obtained are more relevant because they are more nuanced. They can thus be sorted easily.<\/p>\n\n\n\n<p>Based on this scale, <strong>a response will be considered positive if it falls into the &#8220;Very satisfied&#8221; or &#8220;Satisfied&#8221; categories<\/strong>.<\/p>\n\n\n\n<p>To succeed in your <strong>CSAT<\/strong> measurement, keep in mind that a question should:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Be understandable and complete<\/li><li><strong>Be easy to formulate<\/strong><\/li><li>Be obvious and not leave room for doubt or ambiguity<\/li><li><strong>Remain completely neutral<\/strong><\/li><li>Clearly mark the scope of the customer experience concerned (purchase of a product, interaction with customer service, delivery of a specific product, etc.)<\/li><\/ul>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2023\/12\/satisfaction-nps.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"550\" height=\"374\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2023\/12\/satisfaction-nps.jpg\" alt=\"\" class=\"wp-image-989\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2023\/12\/satisfaction-nps.jpg 550w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2023\/12\/satisfaction-nps-300x204.jpg 300w\" sizes=\"auto, (max-width: 550px) 100vw, 550px\" \/><\/a><\/figure><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Choosing the Right Time to Ask Your Questions<\/span><\/h2>\n\n\n\n<p><strong>The best time to ask your questions is &#8220;hot off the press.&#8221;<\/strong> The memory is fresh, the customer&#8217;s emotions are intact, and the measurement of their degree of satisfaction is much more representative of their purchase experience or interaction with the brand. It is not polluted by external factors such as reading comments about your brand or disappointment upon receiving the product.<\/p>\n\n\n\n<p>To do this, you should set up a survey, via a form, that can be offered at the end of a purchase. During payment confirmation or by email, immediately after the end of the transaction.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Using CSAT Results to Improve Your Marketing<\/span><\/h2>\n\n\n\n<p>For the <strong>Customer Satisfaction Score<\/strong> to have a real marketing interest and for its results to benefit from an in-depth analysis, it is important not to stop at the scale proposed above.<\/p>\n\n\n\n<p>Ideally, each questionnaire should be accompanied by open-ended questions, investigating the reasons for the given score. It is in these feedbacks that <strong>the real pieces of information for the brand lie<\/strong>. Based on these explanations of the reasons for the satisfaction or dissatisfaction of certain customers, the marketing teams will be able to implement appropriate action plans and correct certain mistakes. They will also be equipped to maintain the loyalty of their satisfied customers.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Obtaining a Better Overall View of Customer Satisfaction<\/span><\/h2>\n\n\n\n<p>While the <strong>Customer Satisfaction Score (CSAT)<\/strong> is essential and must be taken into account to better understand the actions to be taken, it is important to compare the result obtained with other indicators such as the <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/what-is-the-net-promoter-score-nps\/\">NPS (Net Promoter Score)<\/a>. Indeed, the latter measures a customer&#8217;s propensity to recommend or not recommend your company. It is also possible to use the CES (Customer Effort Score). This last indicator measures the effort required by a consumer to carry out their purchasing experience or get in touch with your brand.<\/p>\n\n\n\n<p>Other analysis factors can be added, such as the bounce rate on a web page, the number of emails opened after an email campaign, etc.<\/p>\n\n\n\n<p>It is important to keep in mind that, like other customer satisfaction indicators, <strong>CSAT must be consulted and measured over time<\/strong>. It must be compared regularly in order to observe a real trend and to be able to judge the impact of the actions implemented by the marketing teams.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">How to Make the Most of Your CSAT Score<\/span><\/h2>\n\n\n\n<p>The value of CSAT extends far beyond a simple figure displayed on a dashboard. Its true worth lies in trend analysis and implementing targeted corrective actions. Regular monitoring helps identify friction points in the customer journey and measure the impact of improvements made.<\/p>\n\n\n\n<div style=\"background-color: #e8f5e9; border-left: 4px solid #4caf50; padding: 15px; margin: 20px 0;\">\n <strong>\u2713 Score above 80%<\/strong><br>\n Your customer satisfaction is excellent. Focus on retention: referral programs, public review collection, and brand ambassador identification. Continue monitoring the score to maintain this level of excellence.\n<\/div>\n<div style=\"background-color: #fff3e0; border-left: 4px solid #ff9800; padding: 15px; margin: 20px 0;\">\n <strong>\u26a0 Score between 50% and 80%<\/strong><br>\n There is room for improvement. Analyze feedback from dissatisfied customers to identify recurring issues. Segment results by touchpoint (purchase, delivery, support) to prioritize actions.\n<\/div>\n<div style=\"background-color: #ffebee; border-left: 4px solid #f44336; padding: 15px; margin: 20px 0;\">\n <strong>\u2717 Score below 50%<\/strong><br>\n Critical situation requiring immediate action. Reach out to dissatisfied customers within 24 hours: according to Harvard Business Review, 70% of them can become loyal again after swift complaint resolution. Identify root causes and mobilize the relevant teams.\n<\/div>\n\n\n\n<p>For a comprehensive analysis, always follow up your CSAT question with an open-ended question such as &#8220;Why did you give this rating?&#8221;. This qualitative feedback is a goldmine of information that helps you understand the motivations behind the scores and precisely guide your improvement plans.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span style=\"text-decoration: underline;\">Customer Satisfaction Score FAQ<\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">How do you calculate CSAT?<\/h3>\n\n\n\n<p>CSAT is calculated by dividing the number of positive responses (customers who are &#8220;satisfied&#8221; and &#8220;very satisfied&#8221;) by the total number of responses, then multiplying the result by 100. For example, if you receive 1,000 responses including 300 &#8220;very satisfied&#8221; and 400 &#8220;satisfied&#8221;, your CSAT will be (300+400)\/1,000 \u00d7 100 = 70%. Only the two highest ratings on the scale are considered positive, whether you use a scale of 1 to 5 or 1 to 10.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">What is a good CSAT score?<\/h3>\n\n\n\n<p>A CSAT score above 80% is generally considered excellent and reflects strong customer satisfaction. A score between 50% and 80% indicates room for improvement. Conversely, a score below 50% is a warning sign that requires immediate corrective action. These thresholds may vary by industry: e-commerce typically aims for 85-90%, while the banking sector averages around 75-82%.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">What rating scale should you use for CSAT?<\/h3>\n\n\n\n<p>Two scale formats are commonly used to measure CSAT. The 1 to 5 scale (Very dissatisfied to Very satisfied) remains the most popular as it offers a good balance between precision and ease of response. The 1 to 10 scale provides finer granularity but may cause more hesitation among respondents. You can also opt for visual representations using smileys or stars, which are particularly effective on physical kiosks in retail locations or in mobile apps.<\/p>\n\n\n\n<div style=\"height:45px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">When should you send a CSAT survey to get the best response rate?<\/h3>\n\n\n\n<p>The optimal time to send a CSAT survey is &#8220;in the moment&#8221;, immediately after the interaction in question. For e-commerce, send it 24 to 48 hours after delivery (average response rate of 22%). For customer support, send the survey immediately after problem resolution (18% response rate). In physical stores, a satisfaction kiosk at the exit or an SMS within one hour of the visit generates approximately 12% response rate. Email remains the most widely used channel (68% of surveys) and is particularly effective in B2B contexts.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>More about surveys:<\/strong><br>Finding the Best Online Form Software, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/5-best-google-forms-alternatives\/\">click here<\/a><br>The Ultimate Guide to Online Quiz Makers, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/best-software-for-creating-an-online-quiz\/\">click here<\/a><br>Five Key Indicators of Customer Satisfaction, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/the-5-main-customer-satisfaction-indicators\/\">click here<\/a><br>Leading 10 Tools for Online Survey Creation, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/best-tools-for-creating-an-online-survey\/\">click here<\/a><br>Discover Competing Software Options to Typeform, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/5-must-have-alternatives-for-typeform\/\">click here<\/a><br>The Best Software Options to Replace SurveyMonkey, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/5-alternatives-for-surveymonkey-to-create-a-questionnaire-online\/\">click here<\/a><br>Explore Alternatives to Jotform for Your Online Form Needs, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/best-jotform-alternatives\/\">click here<\/a><br>Distinguishing Between Qualitative and Quantitative Research Practices, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/what-are-the-differences-between-qualitative-and-quantitative-research\/\">click here<\/a><br>Key Pitfalls to Watch Out for with Open-Ended Online Survey Questions, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/pitfalls-to-avoid-when-formulating-open-ended-questions-in-an-online-survey\/\">click here<\/a><\/p>\n\n\n\n<p><strong>Read the article:<\/strong><br>Polish \u2013 wska\u017anika satysfakcji klienta, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/pl\/csat-definicja-obliczanie-i-interpretacja-wskaznika-satysfakcji-klienta\/\">click here<\/a><br>Portuguese \u2013 \u00edndice de satisfa\u00e7\u00e3o do cliente, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/pt\/customer-satisfaction-score-csat\/\">click here<\/a><br>French \u2013  Comprendre le Score de\u00a0Satisfaction Client, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/presentation-score-de-satisfaction-client-csat\/\">click here<\/a><br>German \u2013 Die Nutzung des CSAT zur Steigerung der Kundenbindung, <a href=\"https:\/\/www.dragnsurvey.com\/blog\/de\/was-ist-der-customer-satisfaction-score-csat\/\">click here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is CSAT (Customer Satisfaction Score)? CSAT is a customer satisfaction indicator expressed as a percentage, obtained by asking a simple question after an interaction: &#8220;How satisfied are you with your experience?&#8221;. The customer responds on a scale of 1 to 5. Only &#8220;Satisfied&#8221; (4\/5) and &#8220;Very satisfied&#8221; (5\/5) responses are counted as positive. Formula:&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/customer-satisfaction-score-csat\/\" rel=\"bookmark\">Read More &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">CSAT: Definition, Calculation and Interpretation<\/span>   of Customer Satisfaction Score<\/div>\n<p><\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[3],"tags":[],"class_list":["post-1093","post","type-post","status-publish","format-standard","hentry","category-satisfaction-survey"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CSAT: Definition, Calculation and Interpretation of Customer Satisfaction Score - Drag&#039;n Survey<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/customer-satisfaction-score-csat\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CSAT: Definition, Calculation and Interpretation of Customer Satisfaction Score - Drag&#039;n Survey\" \/>\n<meta property=\"og:description\" content=\"What is CSAT (Customer Satisfaction Score)? CSAT is a customer satisfaction indicator expressed as a percentage, obtained by asking a simple question after an interaction: &#8220;How satisfied are you with your experience?&#8221;. The customer responds on a scale of 1 to 5. Only &#8220;Satisfied&#8221; (4\/5) and &#8220;Very satisfied&#8221; (5\/5) responses are counted as positive. 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