{"id":8335,"date":"2025-02-03T10:16:31","date_gmt":"2025-02-03T09:16:31","guid":{"rendered":"https:\/\/www.customeyes.nl\/?post_type=knowledge&#038;p=8335"},"modified":"2025-11-14T14:17:25","modified_gmt":"2025-11-14T13:17:25","slug":"what-is-the-customer-satisfaction-score-csat","status":"publish","type":"knowledge","link":"https:\/\/www.customeyes.nl\/en\/knowledge\/what-is-the-customer-satisfaction-score-csat\/","title":{"rendered":"What is the Customer Satisfaction Score (CSAT)?"},"content":{"rendered":"\n<p class=\"is-style-intro\">The Customer Satisfaction Score (CSAT) is one of the most widely used indicators for understanding how satisfied customers are after a specific interaction. Whether the moment concerns a purchase, a customer service conversation, or the use of a product, CSAT gives direct insight into how well the experience met expectations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-does-the-customer-satisfaction-score-work\"><strong>How does the Customer Satisfaction Score work?<\/strong><\/h2>\n\n\n\n<p>After a customer interaction, the customer is asked to rate their experience. This usually happens through a simple question such as: \u201cHow satisfied are you with our service?\u201d or \u201cHow would you rate your experience with us?\u201d. Customers score their satisfaction on a scale, most often from 1 to 5, with 1 representing \u201cvery dissatisfied\u201d and 5 representing \u201cvery satisfied.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-csat-is-so-valuable\"><strong>Why CSAT is so valuable?<\/strong><\/h2>\n\n\n\n<p>CSAT offers immediate clarity. Customers share feedback in real time, the metric is quick to calculate, and the results point directly to opportunities for improvement in service, processes, or product experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-to-calculate-csat\"><strong>How to calculate CSAT?<\/strong><\/h2>\n\n\n\n<p>CSAT is calculated by dividing the number of satisfied customers (those who give a 4 or 5) by the total number of respondents and multiplying that by 100: <em>CSAT (%) = (Number of satisfied customers \/ Total respondents) \u00d7 100. <\/em><\/p>\n\n\n\n<p>For example: if 80 out of 100 customers give a score of 4 or 5, the CSAT is 80%.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-examples-of-companies-with-strong-and-weak-csat-performance\"><strong>Examples of companies with strong and weak CSAT performance<\/strong><\/h2>\n\n\n\n<p><strong>Apple <\/strong>consistently achieves high satisfaction scores thanks to its customer-centric approach and intuitive products. Customers value the service experience and ease of use. <strong>Vodafone <\/strong>experiences lower CSAT results, often due to long waiting times and a lack of personalised attention, which frequently coincides with a high Customer Effort Score (CES).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-the-difference-between-customer-satisfaction-csat-and-net-promoter-score-nps\"><strong>What is the difference between Customer Satisfaction (CSAT) and Net Promoter Score (NPS)?<\/strong><\/h2>\n\n\n\n<p>NPS measures long-term loyalty and future behaviour, while CSAT focuses on the immediate experience. Both metrics matter, but CSAT is the most direct way to understand how customers feel right after interacting with your organisation.<\/p>\n\n\n\n<p><strong>CSAT is simple, fast and effective. By actively responding to customer feedback, organisations can significantly increase satisfaction \u2014 a crucial foundation for sustainable growth and loyal customer relationships.<\/strong><\/p>\n","protected":false},"author":17,"template":"","class_list":["post-8335","knowledge","type-knowledge","status-publish","hentry","topic-customer-satisfaction","topic-customer-satisfaction-survey","topic-feedback-en","topic-customer-strategy","sector-business-to-business-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is the Customer Satisfaction Score (CSAT)? - Customeyes<\/title>\n<meta name=\"description\" content=\"Learn how the Customer Satisfaction Score (CSAT) measures real-time customer experience, why it matters, and how the metric helps improve service and long-term customer relationships.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.customeyes.nl\/en\/knowledge\/what-is-the-customer-satisfaction-score-csat\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is the Customer Satisfaction Score (CSAT)?\" \/>\n<meta property=\"og:description\" content=\"Learn how the Customer Satisfaction Score (CSAT) measures real-time customer experience, why it matters, and how the metric helps improve service and long-term customer relationships.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.customeyes.nl\/en\/knowledge\/what-is-the-customer-satisfaction-score-csat\/\" \/>\n<meta property=\"og:site_name\" content=\"Customeyes\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-14T13:17:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2025\/02\/CSAT.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.customeyes.nl\/wp-content\/uploads\/2020\/06\/favicon_large.png\" \/>\n<meta name=\"twitter:site\" content=\"@_Customeyes_\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/knowledge\\\/what-is-the-customer-satisfaction-score-csat\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/knowledge\\\/what-is-the-customer-satisfaction-score-csat\\\/\"},\"author\":{\"name\":\"Sem Kieboom\",\"@id\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/#\\\/schema\\\/person\\\/45e59bd57a53f9f0b3af1a79dd411c63\"},\"headline\":\"What is the Customer Satisfaction Score (CSAT)?\",\"datePublished\":\"2025-02-03T09:16:31+00:00\",\"dateModified\":\"2025-11-14T13:17:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/knowledge\\\/what-is-the-customer-satisfaction-score-csat\\\/\"},\"wordCount\":340,\"publisher\":{\"@id\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/#organization\"},\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/knowledge\\\/what-is-the-customer-satisfaction-score-csat\\\/\",\"url\":\"https:\\\/\\\/www.customeyes.nl\\\/en\\\/knowledge\\\/what-is-the-customer-satisfaction-score-csat\\\/\",\"name\":\"What is the Customer Satisfaction Score (CSAT)? 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