Category: Customer Support KPIs.

As you were growing your business, you would have come up with strategies that strengthen the relationship between what your business offers and the customers. Customer Acquisition can be seen as the part that links the management of the relationship your business has with its customers and advertising/ marketing and it comes with a cost. For sure, you will love to keep this customer acquisition cost low and so retaining existing customers is very relevant. To prevent customer attrition, you will have to employ several strategies– sales and marketing campaigns, customer loyalty programs, customer referrals, and some more. All these to gain customer satisfaction.

Customer satisfaction is characterized as an evaluation technique that showcases how content and happy the customers are with services, products and capabilities of a company. It also includes surveys and ratings that help a company determine how to improve or change the products or services according to the need and desire of the customers. This helps you to analyze the performance management system of the firm as well. There is no doubt that the customer’s happiness and satisfaction should be a company’s main concern, thus making sure he/she feels valued and receives the best items and service is the case all the time.

Customers are our prized possession who help us grow, so we have to be very attentive while dealing with their satisfaction. If there is any hassle in customer’s satisfaction then the whole image of the company could tarnish and be thrown into a pitfall. In order to avoid this, detailed care has to be taken in delivering goods and services and to earn customers valued trust and love. If you want to find out how pleased your customers are, you can find out through the average customer satisfaction score. So, Let’s see how to calculate the score and maintain customer satisfaction

What is the Average Customer Satisfaction Score?

The average customer satisfaction score is a measurement that lets you estimate how pleased people are with your services or product. The formula was derived from a global survey that conducted an analysis of customer satisfaction based on geography, industry, and size of the company. Basically, companies care much about maintaining the existing audience, as well as focus on checking on the performance of other competing companies as well as the quality of the competitor’s customer support.

How Do You Calculate It?

The customer satisfaction score is an indicator to analyze and check how good the company is in satisfying the clients and customers. Calculating the average customer satisfaction rate may be difficult at first, but once you learn the basics, the calculation will go smoothly. At the end of a customer feedback survey, there are certain questions that are repeatedly asked in the survey form like “How would you rate your overall satisfaction with the service you received?”. Respondents usually rate their satisfaction on a scale of 1 to 5, where the number grows with satisfaction. Afterward, the results are averaged for a composite customer satisfaction score.

However, it is more common for CSAT scores to be expressed on a scale of 0 to 100%, where the score of 100 represents the total customer satisfaction.

To calculate it, you have to plug the number of pleased customers into the formula below. You need to remember, that only respondents that have rated with 4 or 5 should be included.


The number of satisfied customers / Number of satisfaction survey responses x 100 = % of satisfied customers.

This way of calculation is also called the “top-2-box” because it only uses the two highest possible response ratings. However, according to studies, the two highest values on customer feedback surveys are the most accurate when it comes to predicting customer retention.

Why Is It Important?

This score will show you whether your customers are satisfied or not, and also lets you know if you are on a good track or if you need to make any changes. it’s something that helps your company become the best version of itself.

Final Thoughts

You may have heard how the customer is always right, but that doesn’t mean he/she is always pleased. You need to make sure customers are satisfied if you want to be successful with your firm, thus calculating this score is the prime step to measure how much you have achieved in your goal to satisfy customers. To measure this score, OKR is the most suited. To start with, spreadsheets may look adequate, nevertheless, as you mature in your OKR knowledge, an OKR platform will be a necessary tool.

Related Articles