{"id":1888,"date":"2021-09-21T07:55:19","date_gmt":"2021-09-21T07:55:19","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=1888"},"modified":"2025-04-15T11:31:18","modified_gmt":"2025-04-15T11:31:18","slug":"csat-survey-results","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/csat-survey-results\/","title":{"rendered":"CSAT Survey Analysis: How to Analyze Customer Satisfaction Survey Data"},"content":{"rendered":"\n<p><strong>This is a complete guide to analyzing customer satisfaction survey data (CSAT survey analysis.)<\/strong><\/p>\n\n\n\n<p>It&#8217; will show you how to evaluate your CSAT results, what to pay attention to, and also, how to use those results to drive your business forward.<\/p>\n\n\n\n<p>You know, collecting feedback is just one part of building a <a href=\"https:\/\/refiner.io\/blog\/csat-importance\/\">customer-centric business<\/a>. But it\u2019s what you do with those results that matters and makes a difference to your company or product.<\/p>\n\n\n\n<p>In this guide, you\u2019ll learn how to analyze and interpret your customer satisfaction survey results. You\u2019ll also discover how to identify your business\u2019s weak points and what to do about them.<\/p>\n\n\n\n<p>But before we get into that, let\u2019s quickly recap the main concepts of CSAT and how you can run customer satisfaction surveys successfully.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A Brief Overview Of CSAT Surveys<\/strong><\/h2>\n\n\n\n<p>A <a href=\"https:\/\/refiner.io\/blog\/csat-survey\/\">CSAT<\/a> (short for <em>customer satisfaction<\/em>) survey is a feedback survey used to measure customers\u2019 satisfaction levels with your company\u2019s product, service, or a particular interaction.<\/p>\n\n\n\n<p>CSAT uses rating questions or Likert scale questions to collect customer feedback.&nbsp;<\/p>\n\n\n\n<p>Like this:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"676\" height=\"396\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/08\/image2-1.png\" alt=\"CSAT example.\" class=\"wp-image-1857\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/08\/image2-1.png 676w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/08\/image2-1-300x176.png 300w\" sizes=\"auto, (max-width: 676px) 100vw, 676px\" \/><\/figure><\/div>\n\n\n<p>Customers respond by choosing their reaction between \u201cVery unsatisfied\u201d and \u201cVery satisfied\u201d for the asked question.&nbsp;<\/p>\n\n\n\n<p>Now, the question in the above example focuses on measuring satisfaction levels with the product. But you can use CSAT to know customer satisfaction with aspects like:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer service,<\/li>\n\n\n\n<li>Sales,<\/li>\n\n\n\n<li>New feature,<\/li>\n\n\n\n<li><a href=\"https:\/\/userlist.com\/blog\/saas-user-onboarding\/\" target=\"_blank\" rel=\"noreferrer noopener\">Onboarding process<\/a>,<\/li>\n\n\n\n<li>Training process,<\/li>\n\n\n\n<li>Demo,<\/li>\n\n\n\n<li>Checkout, and more.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">How to measure CSAT?<\/h3>\n\n\n\n<p>Once you start receiving customer responses, your <a href=\"https:\/\/refiner.io\/solutions\/csat\/\">CSAT survey software<\/a> will display your CSAT score in real-time. To measure it manually, however, use this formula at the end of your survey:<\/p>\n\n\n\n<p><strong>CSAT score<\/strong> = (Total number of satisfied customers (i.e., people who choose 4 or 5 on a 5-point scale)\/ Number of survey responses) x 100<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"300\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/06\/Calculate-CSAT-Score.jpg\" alt=\"CSAT score calculation example.\" class=\"wp-image-1742\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Calculate-CSAT-Score.jpg 800w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Calculate-CSAT-Score-300x113.jpg 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/06\/Calculate-CSAT-Score-768x288.jpg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><\/div>\n\n\n<p>For example, if 260 people out of the 320 are satisfied with your product, the CSAT score for the above-shared example would be:<\/p>\n\n\n\n<p>CSAT score = (260\/320) x 100 = 81.25%<\/p>\n\n\n\n<p>This is a great CSAT score. Generally, anything above 80% is considered an indicator of success.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>7 Steps to Interpret CSAT survey results<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 1<\/strong>: Look at the overall scores to determine potential warning levels<\/h3>\n\n\n\n<p>Firstly, look at the CSAT scores of the broader questions like the \u201cHow satisfied are you with the product?\u201d question. It will help you determine warning levels and decide the time frame to solve customer problems.&nbsp;<\/p>\n\n\n\n<p>Refer to this table to determine warning levels:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>CSAT Score<\/td><td>Meaning<\/td><td>Warning Level<\/td><\/tr><tr><td>0-40%<\/td><td>Poor CSAT<\/td><td>High<\/td><\/tr><tr><td>40-60%<\/td><td>Okay CSAT<\/td><td>Slightly high<\/td><\/tr><tr><td>60-80%<\/td><td>Good CSAT<\/td><td>Low<\/td><\/tr><tr><td>80%+<\/td><td>Excellent CSAT<\/td><td>Very low<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>Depending on the conclusion:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If the warning level is high, get to the bottom of the problem(s) and allocate all resources to solve it immediately. Otherwise, you\u2019ll lose the current customers sooner or later, which you don\u2019t want, especially if your business runs on a recurring revenue model.<\/li>\n\n\n\n<li>On the other hand, if the warning level\u2019s low, it\u2019s not urgent (but important). So get to the problems once your team(s) finishes their currently scheduled assignments.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 2<\/strong>: Be pessimistic, and prioritize surveys based on the score<\/h3>\n\n\n\n<p>Look at all the CSAT scores pessimistically to understand that there\u2019s room for improvement. For example, say you get a 90% CSAT score for a survey. It means that still 1 in 10 people isn\u2019t satisfied.<\/p>\n\n\n\n<p>Then, prioritize all the surveys from the lowest score to the highest. For instance, let\u2019s say your \u201cHow would you rate the support you received?\u201d the question survey has a CSAT score of 60%. And \u201cHow easy is it to use [Product]?\u201d got a 90% score. Then, put the former one first on the list.<\/p>\n\n\n\n<p>Next, follow the below steps for each survey from top-to-bottom.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 3<\/strong>: Look for patterns in each survey.<\/h3>\n\n\n\n<p>Let\u2019s continue with the \u201cHow would you rate the support you received?\u201d survey example. Sort all the survey responses from negative to positive, and look for common patterns in the follow-up question\u2019s answers.<\/p>\n\n\n\n<p>A typical follow-up question for a negative response would be an open-ended question like \u201cHow can we improve our customer service?\u201d. Answers to this question will include keywords like \u2018slow replies,\u2019 \u2018unprofessional,\u2019 \u2018problem not solved,\u2019 etc.<\/p>\n\n\n\n<p>Capture the most common complaints and work on them. For example, if your agents can\u2019t respond quickly, a possible solution could be to recruit new agents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 4:<\/strong> Next, look for patterns across customer segments<\/h3>\n\n\n\n<p>Don\u2019t just look for patterns across customers\u2019 answers; also look for commonalities across customers who aren\u2019t satisfied.<\/p>\n\n\n\n<p>Depending on your product or service, you can segment your customers by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Geography:<\/strong> Their physical location.<\/li>\n\n\n\n<li><strong>Demographics:<\/strong> Their gender, age, etc.<\/li>\n\n\n\n<li><strong>Behavior:<\/strong> Their product usage, loyalty, understanding of your product, etc.<\/li>\n\n\n\n<li><strong>Plan:<\/strong> If you offer multiple packages, see the plan they are on.<\/li>\n\n\n\n<li><strong>And more.<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Again, let\u2019s continue the previous example and look into the geography-based customer segment. Let\u2019s say you have a worldwide customer base, but your support department only operates during the EST timezone. Now, it\u2019s possible that your customers from India send a query during their time and get a late reply because your support team is offline, and hence they are not satisfied.&nbsp;<\/p>\n\n\n\n<p>Once you figure out the dissatisfied customer segment(s), it\u2019ll be easier to find a possible solution. For instance, you won\u2019t be confused whether you should hire new customer support staff or do something else to better the CSAT score for the \u201cHow would you rate the support you received?\u201d survey when you know it\u2019s only the customers from India who are unhappy and because of late replies.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 5<\/strong>: Share your findings with relevant teams<\/h3>\n\n\n\n<p>Once you have figured out the potential problems, share your findings with relevant teams. For instance, if it\u2019s about customer service, send the report to the support team manager.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ask for their opinions to solve the problem<\/li>\n\n\n\n<li>Consider their opinions when solving the problem<\/li>\n<\/ul>\n\n\n\n<p><strong>Note:<\/strong> Ensure everyone in the organization understands what CSAT surveys are, what the CSAT score means, the industry benchmarks, and how your survey results compare with benchmarks and previous customer satisfaction survey results (if conducted).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 6:<\/strong> Try and solve the key problems<\/h3>\n\n\n\n<p>Once you know the problems and have considered all relevant parties\u2019 opinions on how to solve them, make an action plan:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Define the problem,<\/li>\n\n\n\n<li>Describe the core issues,<\/li>\n\n\n\n<li>Lay out the step-by-step solution plan for each issue,<\/li>\n\n\n\n<li>Prioritize the issues properly,<\/li>\n\n\n\n<li>Set goals<\/li>\n\n\n\n<li>Allocate the needed resources as per warning levels.<\/li>\n<\/ol>\n\n\n\n<p>And solve the problem.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 7<\/strong>: Ask for customer feedback. Again.<\/h3>\n\n\n\n<p>Made the changes? Solved the problem(s)? Awesome! Now, send customers the same <a href=\"https:\/\/refiner.io\/blog\/customer-satisfaction-survey-questions-and-examples\/\">customer satisfaction survey questions<\/a> again at the appropriate time.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If the CSAT score goes up, it\u2019s a success. Be happy about it, yes, but then go into the pessimistic mode to push the CSAT score to as near as 100%.<\/li>\n\n\n\n<li>If the CSAT score goes down \u2060\u2014 and it most likely won\u2019t \u2060\u2014 start from <em>Step 1: Determine the warning levels<\/em>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A couple of ways to use CSAT Results<\/strong><\/h2>\n\n\n\n<p>Performing the above seven steps will undoubtedly help increase customer loyalty, better customer experience, reduce churn rate, and increase revenue. But there are many more insights you can gather from CSAT results while going through the interpretation\/analysis process, like:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Find your next big idea<\/h3>\n\n\n\n<p>Your users can be a source of ideas for your upcoming features, products, integrations, and more. Here\u2019s a simple example: If you don\u2019t have Paypal checkout and someone exclusively uses Paypal for business, then they\u2019ll suggest you add it when responding to the \u201cHow\u2019d you rate your checkout experience?\u201d survey question.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Understand customer lingo for marketing success<\/h3>\n\n\n\n<p>\u201cSpeak your customer\u2019s language\u201d is one of the fundamental marketing rules.&nbsp;<\/p>\n\n\n\n<p>You can catch customers\u2019 language from how they describe their problem or refer to your brand when answering the open-ended follow-up questions. Later, you can use it in marketing campaigns.<\/p>\n\n\n\n<p>For example, if most refer to your accounting \u201cSaaS\u201d as \u201ctool,\u201d then probably A\/B test your ad title between \u201cXYZ SaaS\u201d and \u201cXYZ tool.\u201d The \u201ctool\u201d copy may perform better because the potential customer understands what an \u201caccounting tool\u201d is but is not quite sure when you say \u201caccounting SaaS.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion<\/strong><\/h2>\n\n\n\n<p>Running customer surveys \u2060\u2014 whether it\u2019s <a href=\"https:\/\/refiner.io\/blog\/csat-vs-nps-vs-ces\/\">CSAT (Customer Satisfaction), NPS (Net Promoter Score), or CES (Customer Effort Score)<\/a> \u2060\u2014 is crucial to growing your business.&nbsp;<\/p>\n\n\n\n<p>Wait&#8230;wait&#8230;let me rephrase the sentence: Running customer surveys <strong>AND <\/strong>acting upon the customer feedback you receive through the surveys is crucial to growing your business.<\/p>\n\n\n\n<p>But to act upon the feedback, you first need to know what the actual feedback is and why it is so. With the seven-step process I discussed in this article, you\u2019ll be able to interpret customer survey results and feedback properly to make necessary changes efficiently.<\/p>\n\n\n\n<p>Hopefully, it will help you improve your CSAT score.<\/p>\n\n\n\n<p>Good luck!<\/p>\n\n\n\n<!-- CSAT -->\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Looking for a CSAT survey software?<\/span>\n<span class=\"reusable-block__text\">Reach more customers with fully customizable in-app surveys for web and mobile applications and make accurate measurements of your customer satisfaction score.<\/span>\n<a class=\"reusable-block__link\" href=\"https:\/\/refiner.io\/solutions\/csat\/\" rel=\"noopener noreferrer\" target=\"_self\">\nDiscover Refiner\n<\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>This is a complete guide to analyzing customer satisfaction survey data (CSAT survey analysis.) It&#8217; will show you how to evaluate your CSAT results, what to pay attention to, and also, how to use those results to drive your business forward. You know, collecting feedback is just one part of building a customer-centric business. But [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/csat-survey-results\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":1900,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1776","footnotes":""},"categories":[15],"tags":[],"class_list":["post-1888","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-csat"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Analyze Customer Satisfaction Survey Data - CSAT Survey Analysis<\/title>\n<meta name=\"description\" content=\"Discover how to analyze CSAT survey data, and uncover insights to help you gain better understanding of your customer satisfaction with CSAT survey analysis.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/blog\/csat-survey-results\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Analyze Customer Satisfaction Survey Data - CSAT Survey Analysis\" \/>\n<meta property=\"og:description\" content=\"Discover how to analyze CSAT survey data, and uncover insights to help you gain better understanding of your customer satisfaction with CSAT survey analysis.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/refiner.io\/blog\/csat-survey-results\/\" \/>\n<meta property=\"og:site_name\" content=\"Refiner Blog\" \/>\n<meta property=\"article:published_time\" content=\"2021-09-21T07:55:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-15T11:31:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/09\/CSAT-Results-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1320\" \/>\n\t<meta property=\"og:image:height\" content=\"932\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Moritz Dausinger\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@mdausinger\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Moritz Dausinger\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/refiner.io\/blog\/csat-survey-results\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/refiner.io\/blog\/csat-survey-results\/\"},\"author\":{\"name\":\"Moritz Dausinger\",\"@id\":\"https:\/\/refiner.io\/blog\/#\/schema\/person\/55632335b069a1d4a08cfd16de5d4dd2\"},\"headline\":\"CSAT Survey Analysis: How to Analyze Customer Satisfaction Survey Data\",\"datePublished\":\"2021-09-21T07:55:19+00:00\",\"dateModified\":\"2025-04-15T11:31:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/refiner.io\/blog\/csat-survey-results\/\"},\"wordCount\":1477,\"publisher\":{\"@id\":\"https:\/\/refiner.io\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/refiner.io\/blog\/csat-survey-results\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/09\/CSAT-Results-1.png\",\"articleSection\":[\"CSAT\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/refiner.io\/blog\/csat-survey-results\/\",\"url\":\"https:\/\/refiner.io\/blog\/csat-survey-results\/\",\"name\":\"How to Analyze Customer Satisfaction Survey Data - 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