SaaS Customer Satisfaction Score (CSAT) Calculator

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SaaS Customer Satisfaction Score (CSAT)

0.00%

Satisfied Customers 0

Total Responses 0

The CSAT score is calculated by dividing the number of satisfied customers by the total number of survey responses and multiplying by 100 to get a percentage.

How to Calculate SaaS Customer Satisfaction Score (CSAT)

Follow these steps to calculate SaaS CSAT:

Determine the Number of satisfied customers. This is the total number of customers who responded positively to your customer satisfaction survey. Find this from your survey tool or manually count.
Find the Total number of survey responses. This is the total number of responses you received from your customer satisfaction survey, regardless of whether they were positive or negative. Make sure to count ALL responses, not just the positive ones.
Divide the Number of satisfied customers by the Total number of survey responses. For example, if you had 150 satisfied customers and a total of 200 survey responses, this would be 150 / 200. Ensure that you use the exact numbers from the previous steps.
Multiply the result from Step 3 by 100. This will convert the decimal into a percentage. Using the previous example, 150 / 200 = 0.75, and 0.75 * 100 = 75. This will display the satisfaction rate as a clear percentage.

The final result is your SaaS CSAT score. In our example, your CSAT score is 75%. This means that 75% of your customers are satisfied, based on your survey results. Use this number to monitor your customer satisfaction and identify areas for improvement.

SaaS CSAT = (Number of satisfied customers / Total number of survey responses) * 100

What is Customer Satisfaction Score (CSAT)?

In SaaS, Customer Satisfaction Score (CSAT) is a metric that assesses how pleased users are following specific interactions with a product. By surveying customers and asking them to rate their satisfaction, CSAT is calculated using a 1 to 5 scale, where 5 is the most satisfied. Gathering these scores helps businesses gauge customer feedback and identify areas of improvement within their services.

Boost customer retention by pinpointing areas for product improvement that increase satisfaction.
Guide product development using CSAT data to prioritize features that align with user needs.
Address concerns proactively by measuring CSAT at key touchpoints, fostering customer loyalty.

Practical Examples of SaaS Customer Satisfaction Score (CSAT)

Example 1: A SaaS company surveyed users after support interactions and received 200 responses with 160 positive. The CSAT was calculated as (160 / 200) * 100 = 80%. This score indicated that the support was effective.
Example 2: After launching a new feature, a software platform surveyed users and received 500 responses with 350 positive. The CSAT was computed as (350 / 500) * 100 = 70%. This result suggested a need for improvement in the user experience.
Example 3: At the end of a free trial, a SaaS company surveyed users and collected 1000 responses with 600 positive. The CSAT was calculated as (600 / 1000) * 100 = 60%. This score indicated some issues with the orientation or the value of the product.

Time Period	Total Surveys	Satisfied Customers (4 or 5)	CSAT Score	Period Change	Percentage Change	Trend Analysis
Quarter 1	200	160	80%	–	–	Initial CSAT Score
Quarter 2	250	210	84%	+4%	+5%	Positive Growth
Quarter 3	300	270	90%	+6%	+7.14%	Strong Improvement

SaaS CSAT = (270 / 300) * 100 = 90%

Different Ways to Calculate SaaS Customer Satisfaction Score (CSAT)

1-5 Scale CSAT: Customers rate their satisfaction on a scale from 1 (‘very unsatisfied’) to 5 (‘very satisfied’). This method is particularly useful for gauging different levels of satisfaction with precision.
Yes/No CSAT: Customers simply answer ‘Yes’ or ‘No’ to express whether they were satisfied. This straightforward approach is effective for quick feedback on support interactions.
Open Feedback CSAT: Following their rating, customers are invited to provide open-ended feedback. This helps companies understand the reasons behind customer satisfaction or dissatisfaction, enabling targeted improvements.

How to Improve Your SaaS Customer Satisfaction Score (CSAT)

Implement Regular CSAT Surveys: Send out CSAT surveys following significant interactions such as post-support ticket resolutions or after onboarding to consistently gauge satisfaction levels.
Analyze CSAT Feedback for Trends: Identify recurring themes in customer feedback to pinpoint and address the main causes of dissatisfaction.
Personalize Customer Follow-Up: Directly engage with dissatisfied customers to understand their concerns and propose effective solutions.
Reduce Support Response Times: Equip your support team to swiftly respond and resolve issues to prevent negative impacts on CSAT due to delays.
Empower Support Agents to Resolve Issues: Enable your agents with the necessary tools and authority for immediate problem resolution, enhancing overall customer satisfaction.
Communicate Changes Clearly and Proactively: Keep customers informed about important updates, especially those initiated from their feedback, to strengthen trust.
Set Clear and Realistic Expectations: Maintain consistency in product messaging across marketing, sales, and support to avoid customer confusion and unmet expectations.