How is the CSAT scale analyzed ?

mouakter14 · Post by **mouakter14** » Thu Apr 17, 2025 10:31 am

The importance of the CSAT scale in your CRM strategy
While dissatisfied customers tell 9 people, satisfied customers tell only 3. Customer experience is crucial to building customer loyalty and improving brand image. CSAT is therefore essential in your sales strategy to:

Identify areas for improvement in customer satisfaction

Define the buyer persona or profile of a customer satisfied with the products or services

Understanding the barriers to customer satisfaction

Correcting negative brand experiences

Retain the most satisfied customers

How is the CSAT scale calculated ?
The customer satisfaction scale is calculated from responses physician database collected after the customer's experience. The question is simple and quick to answer, unlike a customer satisfaction survey . The score is expressed as a percentage.

The formula to calculate the CSAT score is:

The CSAT score only takes into account the responses "very satisfied" and "satisfied." Therefore, it corresponds to (250 + 450) / 1000 x 100 = 70%.