For example, if a customer identifies that they are satisfied\/very satisfied or dissatisfied\/very dissatisfied, Sogolytics\u2019s Question Display Logic<\/a> allows for users to display a text box that prompts the customer to then explain why they chose their response. This allows for greater understanding of customer satisfaction levels through Text Analysis<\/a>, Natural Language Processing<\/a>, and Sentiment Analysis<\/a>!<\/p>\n It\u2019s the starting point for this calculation, and where you\u2019re going to get a lot of information you\u2019ll need to make better decisions later.<\/p>\n It can start with a simple question: How satisfied are you with your experience today?<\/em><\/p>\n Once you\u2019re done, you\u2019ll want to count the total number of responses you received as well as the number of responses within each category.<\/p>\n The totals are important for the calculation you\u2019re going to be doing in the next step. This is why it was important to know your individual totals, as noted in the last step. Specifically, the \u201cvery satisfied\u201d and \u201csatisfied\u201d totals will be used coming up soon, but don\u2019t go swiftly past this step! It\u2019s already giving you valuable data. You can see in the example above, you didn\u2019t receive a 100% with your customers, so we know there is some work to do. While some of the other totals won\u2019t be used individually, the dissatisfied\/very dissatisfied responses can be a way for you to delegate clients to the support team for additional support to create a better experience. You may be able to turn your \u201cneutral\u201d, \u201cdissatisfied\u201d, and \u201cvery dissatisfied\u201d customers into \u201csatisfied\u201d or \u201cvery satisfied\u201d the next time around!<\/p>\n Use this step to help you deal with potential issues before they become negative reviews that will hurt your online reputation.<\/p>\n Here\u2019s another very important step, and the end result that most are waiting for. You\u2019re going to take the totals from the previous step to calculate your CSAT score<\/a>.<\/p>\n You have two options here:<\/p>\n In our example picture, this would be 88\/111 = 0.793 (rounded). This aggregate score can be used alone if your goal is 1.0, or you set your benchmarks to a certain number (like 0.90) to compare your score against as a measure of success.<\/li>\n In our example, this would be (88\/111) x 100=79.3% (rounded). The percentage is then used in a way that\u2019s recognizable. Based on this percentage, you are aware how close to 100% you are, and so this form has become the most widely used CSAT score in CX strategies.<\/li>\n<\/ol>\n Of course, it\u2019s great to know the background mechanics of the CSAT score, so that you truly know what it\u2019s telling you and how. (Learn more about CSAT in our User Guide<\/a>!)<\/p>\n It\u2019s even better, however, to have a powerful customer experience management<\/a> software behind you that will automate these calculations and leave you with comprehensive reports<\/a> to inform actions! Don\u2019t know where to start?\u202fWe\u2019re\u202fhere to support<\/a>\u202fyour efforts!<\/p>\n","protected":false},"excerpt":{"rendered":" The CSAT score has long been beloved by CX experts, who consider it the best way to get a general sense of how satisfied customers are with an experience with a company. The reasons behind a customer\u2019s satisfaction levels are then typically found by asking follow-up questions after the initial response. For example, if a customer identifies that they are satisfied\/very satisfied or dissatisfied\/very dissatisfied, Sogolytics\u2019s Question Display Logic allows for users to display a text box that prompts the customer to then explain why they chose their response. This allows for greater understanding of customer satisfaction levels through Text Analysis, Natural Language Processing, and Sentiment Analysis! Step 1: Run a CSAT Survey and collect responses It\u2019s the starting point for this calculation, and where you\u2019re going to get a lot of information you\u2019ll need to make better decisions later. It can start with a simple question: How satisfied are you with your experience today? Once you\u2019re done, you\u2019ll want to count the total number of responses you received as well as the number of responses within each category. Step 2: Get your totals organized The totals are important for the calculation you\u2019re going to be doing in the next step. This is why it was important to know your individual totals, as noted in the last step. Specifically, the \u201cvery satisfied\u201d and \u201csatisfied\u201d totals will be used coming up soon, but don\u2019t go swiftly past this step! It\u2019s already giving you valuable data. You can see in the example […]<\/p>\n","protected":false},"author":71,"featured_media":49238,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,204,6],"tags":[403,176,216,351,404],"yoast_head":"\n![\"\"](\"https:\/\/beta.sogosurvey.com\/blog\/wp-content\/uploads\/2022\/06\/CSAT-Likert.png\")
<\/p>\nStep 1: Run a CSAT Survey and collect responses<\/h2>\n
![\"\"](\"https:\/\/beta.sogosurvey.com\/blog\/wp-content\/uploads\/2022\/06\/CSAT-Likert-Totals-Corrected.png\")
<\/p>\nStep 2: Get your totals organized<\/h2>\n
![\"\"](\"https:\/\/beta.sogosurvey.com\/blog\/wp-content\/uploads\/2022\/06\/CSAT-Calculation.png\")
<\/p>\nStep 3: Calculate your CSAT score<\/h2>\n
\n
Use your CSAT score!<\/h2>\n