Predict the likelihood of customers churning

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ce. More than a customer service metric, a customer satisfaction score can be described as a tool that makes it possible for businesses to:

Measure the quality of customer experience delivered to their customers
Collect user feedback on your brand, product or service
Collect data on customer expectations and develop features to meet such expectations.
CSAT is measured individually, meaning the feedback is collected from individual customers at different stages of the customer survey. Companies use CSAT surveys to ask customers simple feedback questions dentist data such as “How satisfied are you with your experience?” or “How would you rate our product/service?”

CSAT survey measures satisfaction level on a scale containing either binary response (yes/no), an emoticon or on a 5-point or 7-point Likert scale (e.g. 1- Strongly disagree to 5- Strongly agree). You can place these surveys strategically through emails, in-app or online feedback to collect customer feedback.

CSAT satisfaction scale image
How to calculate CSAT
Calculating your CSAT score is quite straightforward. With a CSAT survey, you can ask customers to rate your products or services using a scaled-based response system.

When the results are in, you simply divide the total number of happy responses (ratings from 8-10) by the total number of customers surveyed and then multiply by 10.

CSAT score formula
Let’s assume you receive 150 positive responses from a pool of 250 respondents, your CSAT score would be 60%. Breaking it down,