How is the CSAT scale analyzed ?
Posted: 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%.
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%.