What Is a Good CSAT Score? Learn the Science Behind the Number

Understanding the CSAT score and what it measures

Before diving into the various aspects of a good customer satisfaction score (CSAT), we’ll tell you more about what it precisely measures. 

CSAT score measures customer satisfaction with one specific interaction at a given moment. For example, that one time, your customer purchased one of your products on your website or received help from your support team. 

• Unlike the NPS score, the CSAT score does not gauge loyalty or willingness to recommend your business. 
• Unlike the CES score, the CSAT score does not gauge the perceived effort involved in any interaction between your customer and your business.

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How to use the CSAT score to the benefit of your business

By continuously measuring and analyzing the CSAT score at every point of interaction with your business, not only can you improve certain specific business processes, but also boost the overal performance of your business. 

In a customer-centric world where most customers purchase products and services via a monthly subscription, even marginal improvements in day-to-day operations can reduce churn and increase sales.

You can create your own CSAT surveys with the help of a CSAT tool or MS Excel. Both options have their pros and cons. To learn more, read this article that compares those two options: How to Create a Customer Satisfaction Survey (CSAT).

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How to calculate the CSAT score?

Your customers' individual CSAT score ratings range from one to three, one to five, or one to seven, depending on your scale for your CSAT surveys. The lowest score (one) represents "very dissatisfied," and the highest score (five or seven) represents "very satisfied."

Calculating CSAT is a relatively straightforward process. The CSAT score is typically expressed in percentages ranging from 0% to 100%. The higher the percentage, the greater the customer satisfaction.

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The CSAT score formula

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Important: The CSAT calculation only takes into account the satisfied responses.

• If you’re using a 1-3 scale, any response below than or equal to 2 does not count. The “satisfied responses” have a rating of 3.
• If you’re using a 1-5 scale, any response below than or equal to 3 does not count. The “satisfied responses” have a rating of 4 and 5.
• If you’re using a 1-7 scale, any response below than or equal to 5 does not count. The “satisfied responses” have a rating of 5, 6 and 7.

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Sample CSAT calculation:

Let's say you received the following 125 responses for your CSAT survey, which had the 1-5 CSAT scale:

• 5 (Very Satisfied) - 65 responses
• 4 (Satisfied) - 40 responses
• 3 (Neutral) - 10 responses
• 2 (Dissatisfied) - 8 responses
• 1 (Very Dissatisfied) - 2 responses

Since the CSAT calculation only takes into account the satisfied responses, any response equal to or below “3” does not count. Using the CSAT score formula, we can calculate our CSAT score:

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What is considered a good CSAT score?

Depending on the industry, the answer to the question of what a good CSAT score is can vary, but here's a general benchmark.

• Above 80% Is World-Class: Whatever you’re doing, keep doing it! The quality of your products and services and your customer experience with your team are top-notch.
• Between 60 and 80% Is Good: You’re on a path to excellence. While your business has a lot of happy customers, there are certain areas for improvement. 
• Between 40 and 60% Is OK, But You Can Do Better: You clearly have a great product or service, but something about the experience you provide doesn’t quite match your customer expectations. Learn what this is, and your CSAT score will climb rapidly.
• Between 0 and 40% Is Poor: Multiple processes need your attention as your business struggles to maintain clients amidst the high churn rates. Keep methodically exploring every aspect of your business, and you’ll figure out what is that’s pissing the customers off.

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Now that you know what a good CSAT score is, what’s next? 

Understanding customer satisfaction and being able to pull the levers to improve it is essential for success. With CSAT survey tools, you can design CSAT surveys, send them directly to your customers, and gauge your customer satisfaction. You no longer have to wonder: “What is a good CSAT score?”. You can adjust, innovate, stay ahead of the curve, and exceed your customer expectations.