Calculating a Customer Satisfaction Index Score is essential to understanding your customers and growing your business. Without one, you may never truly know if your customers are happy with your products or services.
You can glean some customer happiness insights from reviews and feedback on social media, but you can’t get a full understanding without a customer satisfaction index score. This data will help guide your strategies and ensure you get an accurate read on the true happiness of customers.
Gathering data through a customer satisfaction index score is also a great way to know how happy your customers are. You’ll get an actual score that reflects whether your customers are unsatisfied, satisfied, or truly over the moon.
Using a customer satisfaction index score will help your business understand changes to satisfaction over time. After a few months of calculating the score within your customer satisfaction survey, you’ll be able to set a benchmark for customer satisfaction and track when it rises or falls. This will help your team identify strategies that are successful.
Read Next: 5 Metrics to Track Customer Satisfaction
How to Calculate a Customer Satisfaction Index Score
The calculation for CSAT score is actually quite simple. It’s the percentage of happy customers compared to all customers asked. The formula looks like this:
Satisfaction Score = Happy Customers / Number of Customers Asked
At QuickTapSurvey, we ask every customer a single question about their experience. The options are Good, Bad, and Just Okay. Happy customers are only those that select Good. If you accept Okay as an indication that your customers are happy, you aren’t giving your business the opportunity to move beyond mediocre.
When calculating your CSAT score, make sure all teams understand the weight of each score. This is especially important if you offer customers a wide variety of options, such as terrible, bad, neutral, good, and great.
Want to know what your CSAT score is? Try out QuickTapSurvey now for free to start collecting this data and much more!
Also published on Medium.