Customer Satisfaction - CSAT

Customer Satisfaction or CSAT measures how the customer felt about the service provided by the agent. It is usually gathered via a post-interaction survey, immediately after the interaction with the agent ends (while on the call), or through a text/email message sent afterwards.

Example: "On a scale of 1 to 5, how would you rate your agent's service?"

There can be several questions in a survey sent to customers; normally, one or two of those questions are the ones scoring this particular metric.

To calculate an agent's CSAT score, we use the following formula: 

CSAT = (Number of Satisfied Customers ÷ Total Responses) x 100.

Satisfied customers are typically those who rate their experience as a 4 or 5 on a 5-point scale. Every single client might have a different approach to measure this metric.

Step-by-Step Calculation

Let's keep using the 1 to 5 scoring.

1. Identify "Satisfied" Responses: On a standard 1-5 scale (1=Very Dissatisfied, 5=Very Satisfied), scores of 4 (Satisfied) and 5 (Very Satisfied) count as positive.
2. Count Total Responses: Get the total number of survey responses received for that agent.
3. Apply the Formula: CSAT Score = (Total number of 4s & 5s  ÷ Total of Responses) x 100. 

Let's see some examples:

Scenario A: An agent receives 100 survey responses after calls.

• Satisfied Customers: 85 customers gave a 4 or 5.
• Total Responses: 100.
• Calculation: (85 ÷ 100) x 100 = 85.00% CSAT. 

Scenario B: An agent receives 93 survey responses after calls. 

• Satisfied Customers: 79 customers gave a 4 or 5.
• Total Responses: 93.
• Calculation: (79 ÷ 93) x 100 = 84.94% CSAT. 

Scenario C: An agent receives 82 survey responses after calls. 

• Satisfied Customers: 52 customers gave a 4 or 5.
• Total Responses: 82.
• Calculation: (52 ÷ 82) x 100 = 63.41% CSAT.

The acceptable level of CSAT and the calculation method will be provided by every client. It is important to closely monitor this metric as it can imply a lack of agent motivation, missing coaching and feedback, the need for additional training sessions, or a misalignment with the client's type of interactions being received.

Let's review some more visual and simpler examples. Do the math on your own and then compare the result: