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Then, multiply the result by 100 to express it as a percentage. The csat score is derived by taking the percentage of positive responses (those who rate their satisfaction as 4 or 5) and dividing that by the total number of responses, then multiplying by 100 to get a percentage Calculate the average csat score

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If your surveys use numeric ratings, you can do an average based on all the scores you got

The csat formula, in this case, is to add up all the scores and divide that sum by the number of respondents.

To calculate the average customer satisfaction score, follow these steps Gather all customer satisfaction scores These can be from surveys, feedback forms, etc. The resulting figure is the overall percentage of customers who are satisfied by the organization’s product or services.

To calculate the average satisfaction score, divide the total satisfaction score by the number of responses This straightforward formula transforms raw survey data into meaningful insights that businesses can act upon. What is a customer satisfaction index (csi) A customer satisfaction index (csi) is a measure of how happy your customers are with your products or services

Details

The customer satisfaction index definition is simple

It’s a score that reflects customer contentment with the brand. First, find out the number of satisfied customers You do that by adding up all respondents who answered the survey by selecting either 4 or 5 (or corresponding icons.) second, you need to divide that number by the total number of respondents Multiply the result by 100 to get the percentage value

The resulting value is your csat score. Csat = (total number of satisfied responses/ total number of responses) x 100 For example, if you received 200 responses and 160 of them are 4 or 5, the csat score would be (160/200) x 100 = 80% while csat scores differ from industry to industry, a score above 75% is generally considered good.