Running the centre
CSAT
CSAT (customer satisfaction score) is the satisfaction measure asked for right after a specific service, with a short question and a scale of a few options. It is given as the share of all responses that reach the level set as "satisfied".
Also known ascustomer satisfaction score · satisfaction score · service rating · customer satisfaction
How it is calculated
You ask something like "How would you rate the repair?" on a short scale, from 1 to 5 or with three buttons (positive, neutral, negative), and count what share of the responses clears the threshold set as satisfied. The classic definition of customer satisfaction is exactly that: the number or proportion of customers whose rating exceeds a set target. It is asked person by person but reported in aggregate: by category, by month, by team.
Its advantage is that it comes right after the event: someone who has just had their shower fixed answers about that repair, not about the residence in general. For the general picture there is NPS, which asks about recommending. Its limit is who answers: with few responses, the result depends on who bothered to reply. How to word the question without biasing it is explained under satisfaction survey.
Worth knowing
What people take for granted: that a high CSAT means the service works. Which answers count as "satisfied" is decided by whoever is measuring, so the figure can only be compared with another one calculated the same way. Always give the scale, the threshold and how many responses are behind it.
Sources
Related terms
- NPSNPS (Net Promoter Score) is a loyalty index based on a single question: from 0 to 10, how likely are you to recommend the service to a friend or relative? It subtracts the proportion of detractors from that of promoters and runs from -100 to 100.
- Satisfaction surveyA satisfaction survey is the questionnaire a residence uses to ask residents or families how they rate a service, an activity or the residence as a whole. It can have one question or several, and it is only as good as its design, when it is sent and how many people answer it.