{"id":2013,"date":"2021-11-08T09:15:07","date_gmt":"2021-11-08T09:15:07","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=2013"},"modified":"2022-10-10T09:30:43","modified_gmt":"2022-10-10T09:30:43","slug":"what-is-a-good-csat-score-for-saas","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/what-is-a-good-csat-score-for-saas\/","title":{"rendered":"What is a Good CSAT Score for SaaS"},"content":{"rendered":"\n<p>Have you just run your first-ever customer satisfaction survey? Wonder what is a good CSAT score and how does yours compare with others?\u00a0<\/p>\n\n\n\n<p>In this post, you will learn what the CSAT score is. You&#8217;ll also discover guidelines and benchmarks to help you what is a good CSAT score. And also, I&#8217;ll show you some ideas for improving your CSAT score.<\/p>\n\n\n\n<p>Let&#8217;s begin.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What Is CSAT Score?<\/strong><\/h2>\n\n\n\n<p>Customer satisfaction score (CSAT) is a metric that helps find whether the customers are satisfied with the product, service, or experience with a brand.<\/p>\n\n\n\n<p>It is a result of a <a href=\"https:\/\/refiner.io\/blog\/csat-survey\/\">CSAT survey<\/a> \u2060- a type of <a href=\"https:\/\/refiner.io\/blog\/customer-survey-alternatives\/\">feedback survey<\/a> that asks customers to answer a binary question, rating scale question, or a Likert scale question, like this:<\/p>\n\n\n\n<div class=\"wp-block-image\"><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\/11\/image3.png\" alt=\"CSAT survey example\" class=\"wp-image-2016\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image3.png 676w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image3-300x176.png 300w\" sizes=\"auto, (max-width: 676px) 100vw, 676px\" \/><\/figure><\/div>\n\n\n\n<p>The above is an example of a generic CSAT survey. However, with CSAT surveys you can also uncover customer satisfaction levels relating to specific interactions across the entire customer journey. You can survey customers to uncover their satisfaction with your:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Billing,<\/li><li>Onboarding or training,<\/li><li>Sales interactions,<\/li><li>Customer support,<\/li><li>Particular features,<\/li><li>Product use, and more.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Are CSAT Surveys Still Relevant?<\/strong><\/h2>\n\n\n\n<p>I get asked this a lot.&nbsp;<\/p>\n\n\n\n<p>Customer preferences change all the time. So, does it even make any sense to measure CSAT and collect customer feedback?&nbsp;<\/p>\n\n\n\n<p>Well, absolutely, and here are a few reasons why CSAT is a gold standard for gauging customer satisfaction:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>CSAT surveys are easy to execute<\/strong>: You can make and send a survey in a couple of minutes with a dedicated <a href=\"https:\/\/refiner.io\/solutions\/csat\/\">CSAT software<\/a>.<\/li><li><strong>Everyone recognizes a CSAT survey<\/strong>: Though people won\u2019t know it\u2019s called \u201cCSAT,\u201d they know what to do when asked to rate out of 5-stars or choose an appropriate emoji on a Likert scale.<\/li><li><strong>The survey has a high response rate<\/strong>: People can answer a <a href=\"https:\/\/refiner.io\/blog\/csat-questions\/\">CSAT question<\/a> in a second; therefore, they don\u2019t mind responding to CSAT surveys.<\/li><li><strong>CSAT results are easy to calculate<\/strong>: As you\u2019ll see in the next section, calculating and reading CSAT scores is straightforward. And those scores help you quickly highlight the greens and reds of your SaaS business.<\/li><\/ul>\n\n\n\n<p>Having said that, CSAT surveys aren\u2019t the only ones you should conduct for your SaaS. <a href=\"https:\/\/refiner.io\/blog\/csat-vs-nps-vs-ces\/\">Net Promoter Score (NPS) and CES<\/a> are right up there. Although they also help measure customer satisfaction, you use them for different purposes:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>NPS<\/strong>: <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/\">NPS (Net Promoter Score)<\/a> surveys help find customer loyalty. It does so by asking customers about their likelihood to recommend your app to a potential purchaser and deliver the result as an <a href=\"https:\/\/refiner.io\/blog\/what-is-a-good-nps-score-the-ultimate-answer\/\">NPS score<\/a>.<\/li><li><strong>CES<\/strong>: <a href=\"https:\/\/refiner.io\/solutions\/ces\/\">CES (Customer Effort Score)<\/a> surveys help identify friction points in your product or service experience. A typical CES survey question asks about the \u2018ease of use\u2019 of using a specific feature.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How To Calculate the CSAT Score?<\/strong><\/h2>\n\n\n\n<p>Firstly, you don\u2019t need to calculate the CSAT score if you use a dedicated tool like <a href=\"https:\/\/refiner.io\/\">Refiner<\/a> \u2060\u2014 the platform will display your score in real-time.<\/p>\n\n\n\n<p>However, if you are just curious how it works, here\u2019s how:&nbsp;<\/p>\n\n\n\n<p><strong>The CSAT score is the percentage of satisfied customers (among survey respondents)<\/strong>. And the CSAT score ranges from 0% to 100%.<\/p>\n\n\n\n<p>For example, if you send a 5-point Likert scale question, where 1 = Very Unsatisfied and 5 = Very Satisfied, then:<\/p>\n\n\n\n<p><strong>CSAT <\/strong>= The number of satisfied customers (i.e., people who have responded by selecting option 4 or 5)\/ Number of survey responses) x 100<\/p>\n\n\n\n<p>Similarly, if you ask a binary question like \u201cAre you satisfied with our customer service?\u201d then Yes = Satisfied and No = Unsatisfied. And <strong>CSAT <\/strong>= (The number of \u201cYes\u201d\/Total number of responses) x 100<\/p>\n\n\n\n<p><strong>Let\u2019s take a specific Likert scale question example<\/strong>. Say 180 users fill your survey, and the responses are as follows:<\/p>\n\n\n\n<p>90 users give 5 points,<\/p>\n\n\n\n<p>45 give 4 points,<\/p>\n\n\n\n<p>The remaining 45 are neutral or dissatisfied.<\/p>\n\n\n\n<p>The formula for calculating CSAT score is <strong>(Total number of 4 and 5 point responses)\/total number of respondents x 100<\/strong><\/p>\n\n\n\n<p>Then, CSAT = ((90+45)\/180) x 100 = (135\/180) x 100 = 75% (meaning that overall, 75% of your users are satisfied with the product).<\/p>\n\n\n\n<div class=\"wp-block-image\"><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\/11\/CSAT-score-formula.jpg\" alt=\"CSAT score formula\" class=\"wp-image-2017\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/CSAT-score-formula.jpg 800w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/CSAT-score-formula-300x113.jpg 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/CSAT-score-formula-768x288.jpg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><\/div>\n\n\n\n<p>But I know &#8211; the million-dollar question is whether such a result (or any other score you got) is good or not.<\/p>\n\n\n\n<p>Let\u2019s take a look at that, then.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What Is a Good CSAT Score?<\/strong><\/h2>\n\n\n\n<p>In general, a CSAT score of above 80% is considered excellent. For scores below that, take a look at this table for reference :<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>CSAT Score<\/td><td>Meaning<\/td><\/tr><tr><td>0-40%<\/td><td>Poor CSAT<\/td><\/tr><tr><td>40-60%<\/td><td>Okay CSAT<\/td><\/tr><tr><td>60-80%<\/td><td>Good CSAT<\/td><\/tr><tr><td>80-100%<\/td><td>Excellent CSAT<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>However, industry benchmarks, or even better, direct competitors\u2019 scores, give the best idea as to whether you should be happy with your CSAT or not.<\/p>\n\n\n\n<p>The <a href=\"https:\/\/www.theacsi.org\/index.php?option=com_content&amp;view=article&amp;id=148&amp;Itemid=213\">American Customer Satisfaction Index (ACSI)<\/a>&nbsp; benchmarks show that the average CSAT score by industry can range from somewhere in the 60s (for internet service providers and subscription TV service) to the 80s (for restaurants).<\/p>\n\n\n\n<p>There are no benchmarks for the SaaS industry in particular. However, ACSI has benchmarks of the \u201cComputer Software\u201d industry, which is pretty close. In 2021, <strong>the software industry\u2019s customer satisfaction score was 77<\/strong>. If we consider the same for SaaS, a score above 77 is good, and below it is bad. (Of course, the more on the upside = better, and more on downside = worse)<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"120\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/11\/image2-1024x120.png\" alt=\"CSAT score benchmarks\" class=\"wp-image-2015\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image2-1024x120.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image2-300x35.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image2-768x90.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image2.png 1205w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How To Improve Your CSAT Score?<\/strong><\/h2>\n\n\n\n<p>The primary aim of CSAT surveys is to find areas where customers are dissatisfied and improve them. Here\u2019s your step-by-step guide to improving your CSAT score:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Start by collecting as many quality responses as possible<\/h3>\n\n\n\n<p>You need both the volume of responses and quality responses (i.e., accurate information) to make a data-driven decision. So start with a focus on getting customers to respond.<\/p>\n\n\n\n<p>To get the maximum possible responses,<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/refiner.io\/blog\/csat-survey-frequency-when-and-how-often-to-send-a-csat-survey\/\"><strong>Send survey at the right time and frequently<\/strong><\/a>: You must send surveys at the time when the customer is most likely to respond. For example, ask about their customer service experience as soon as their ticket is resolved.<\/li><li><strong>Send survey at the right place:<\/strong> You can send CSAT surveys through the <a href=\"https:\/\/refiner.io\/features\/survey-widgets\/\">in-app pop-up widget<\/a>, live chat, <a href=\"https:\/\/refiner.io\/features\/email-surveys\/\">email<\/a>, and more. Pick a place where the customer is least likely to ignore.<\/li><\/ul>\n\n\n\n<p>To get quality responses,<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Ask precise follow-up questions<\/strong>: You won\u2019t understand customers\u2019 needs with just the CSAT score \u2060\u2014 you\u2019ll know if they are happy or not, but not why. To know the \u201cwhy,\u201d follow up the single question (i.e., base question &#8211; rating, binary, or Likert scale) with an (optional) open-ended follow-up question that asks why the customer gave the rating they gave.&nbsp;<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">2. Look for patterns<\/h3>\n\n\n\n<p>Hopefully, you\u2019ll get tons of quality responses from your users. Next, look for patterns across results, especially the negative ones.<\/p>\n\n\n\n<p>You can find two kinds of patterns in your CSAT responses:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Commonalities between the types of users<\/strong>: This includes a particular section of users complaining. For example, people from a specific geographical area, demography, etc., or even users of specific plans (the base plan users complaining about not having features that more advanced plans have, for instance).&nbsp;<\/li><li><strong>Commonalities in the complaints:<\/strong> If there\u2019s a significant issue, most comments will be about it. For example, on a customer service CSAT survey, negative responses can be like \u201cTicket resolution time is way too much!\u201d Similarly, if the survey is about billing difficulties, you can get \u201cWhy don\u2019t you have Apple Pay?\u201d<\/li><\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">3. Determine the issues and set result-based goals<\/h3>\n\n\n\n<p>The common patterns will help you discover top issues with your SaaS. Now, it\u2019s time to set issue resolution-based goals to solve the problem.<\/p>\n\n\n\n<p>These are the typical steps for problem resolution:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Start by creating a well-defined description of the goal.<\/li><li>Then, send survey results to experts, i.e., relevant team(s) at your organization or experts from outside.<\/li><li>With their input, make a list of tasks\/steps that you need to perform.<\/li><li>Determine the resources needed to carry out the task in a fixed timeframe.&nbsp;<\/li><li>Finally, evaluate progress and make the necessary change(s) to achieve the goal.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">4. Send the survey(s) again \ud83e\udd1e<\/h3>\n\n\n\n<p>You\u2019d think new changes will make the users happier. And that\u2019s generally the case, but not always. For example, <a href=\"https:\/\/www.statista.com\/statistics\/185966\/us-customer-satisfaction-with-google\/\">Google\u2019s<\/a> CSAT has seen a decline over the last two years:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"802\" height=\"554\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2021\/11\/image1.png\" alt=\"Customer satisfaction graph.\" class=\"wp-image-2014\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image1.png 802w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image1-300x207.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2021\/11\/image1-768x531.png 768w\" sizes=\"auto, (max-width: 802px) 100vw, 802px\" \/><\/figure><\/div>\n\n\n\n<p>Therefore, to be sure, send the same surveys again and compare them with the previous results to discover whether you\u2019ve made progress (on the CSAT score scale).<\/p>\n\n\n\n<p><strong>Note<\/strong>: In users\u2019 eyes, progress is not relative to just the previous version of your SaaS; market changes also change customer sentiment. For example, in Google\u2019s case, negative news about privacy could\u2019ve been a reason for its declined CSAT score. Similarly, if you add a new feature, but your competitor adds two features, it\u2019s likely that the customers expect the same extra feature from you and hence are more dissatisfied.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion<\/strong><\/h2>\n\n\n\n<p>A quick glance at the CSAT score can help learn customers\u2019 attitudes towards your SaaS. But when you don\u2019t know what you\u2019re looking for, it can be difficult.Hopefully, this guide helped you understand the nuances of what a good CSAT score for SaaS is. Let me know if you have any questions. And if you\u2019re yet to run a CSAT survey, check out <a href=\"https:\/\/refiner.io\/\">Refiner &#8211; a survey platform for SaaS<\/a>.<\/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>Have you just run your first-ever customer satisfaction survey? Wonder what is a good CSAT score and how does yours compare with others?\u00a0 In this post, you will learn what the CSAT score is. You&#8217;ll also discover guidelines and benchmarks to help you what is a good CSAT score. And also, I&#8217;ll show you some [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/what-is-a-good-csat-score-for-saas\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":2022,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1776","footnotes":""},"categories":[15],"tags":[],"class_list":["post-2013","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>What is a CSAT Score and How Do You Measure It: Guide for SaaS<\/title>\n<meta name=\"description\" content=\"Learn everything about CSAT scores, and discover how to calculate and evaluate your SaaS company\u2019s CSAT score and CSAT benchmarks.\" \/>\n<meta name=\"robots\" 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