CSAT Calculation Logic

Imran Razack

Hi Team,

How do you measure CSAT in your organisation ?

Any specific formula ?

Thanks

Imran Razack

Carlos Alves

Hello @imrazack , I used two based on the Likert scale:

1. In support, per ticket: mark 1-5 based on the quality of the service. We've got up to 15% of response rate.
2. Executive form: mark 1-5 based on specific criteria we wanted to evaluate.

A tip: always try to keep the survey short.

These TSIA blog entries may help you as well:

https://www.tsia.com/blog/customer-success-metrics-that-matter-most

https://www.tsia.com/blog/3-steps-to-more-insightful-value-from-net-promoter-scores

Imran Razack

Thanks Carlos , is the top2box methodology a 5 point scale or could it also be a 10 point scale ?

And is there any industry standard score of CSAT target ?