Plain-language questions
Ask for customer satisfaction score (CSAT) per month, customer or product in the SQL Explorer with AI. The AI writes the SQL, you see the query and run it yourself; the AI only receives metadata.
KPI · Customer service
Customer satisfaction score (CSAT): formula and example.
The customer satisfaction score (CSAT) measures how satisfied customers are with a specific interaction, product or delivery. Shortly afterwards, customers answer a question such as 'How satisfied were you?' on a scale, usually from 1 to 5. CSAT is the percentage of responses in the top two categories.
Customer satisfaction score (CSAT) formula
Number of responses scoring 4 or 5 ÷ total number of responses × 100% (on a 1 to 5 scale)
Worked example
In March Acme Groothandel sent a short survey after every closed ticket. It received 400 responses, of which 340 scored 4 or 5. CSAT is 340 ÷ 400 × 100% = 85%.
Fictitious figures for Acme Groothandel, a sample wholesaler.
How to read this KPI
A higher CSAT means more customers are satisfied with the moment being measured. Because CSAT is about a single interaction, it responds quickly to changes in service; read it by channel, agent and request category. Compare mainly with your own previous scores and watch the number of responses: with few responses the score swings widely.
Pitfalls with customer satisfaction score (CSAT)
- Only satisfied customers respond, or only dissatisfied ones; watch the response rate and who is answering.
- Mixing an average score with a percentage satisfied, although they show different things.
- Changing the question or scale and then comparing old and new scores.
SQL & DAX
Calculating customer satisfaction score (CSAT) in SQL and DAX
Two examples on a fictitious data warehouse for Acme Groothandel: a PostgreSQL query and a measure for a Power BI model. Adjust table and column names to your own model.
SELECT date_trunc('month', responded_at)::date AS month,
COUNT(*) AS responses,
COUNT(*) FILTER (WHERE score >= 4) AS satisfied,
ROUND(100.0 * COUNT(*) FILTER (WHERE score >= 4) / NULLIF(COUNT(*), 0), 1) AS csat_pct
FROM surveys
WHERE type = 'csat'
AND responded_at >= current_date - interval '12 months'
GROUP BY 1
ORDER BY 1;CSAT Responses = CALCULATE(COUNTROWS(Surveys), Surveys[Type] = "csat")
CSAT % = DIVIDE(CALCULATE(COUNTROWS(Surveys), Surveys[Type] = "csat", Surveys[Score] >= 4), [CSAT Responses])In ENABLE
Tracking this KPI in ENABLE
In your Power BI dashboard
Define the KPI as a measure in your Power BI model and show it in the portal, with "Last refreshed" next to it. Access profiles and optional row-level security decide who sees which figures.
Custom dashboards (pilot)
Add the KPI as a tile to a custom dashboard, compared with last year. The Dashboard Builder is a pilot and can be switched on per client.
Monthly targets
With the built-in Targets app you set a target for the KPI per month, so you see actuals and target side by side.
FAQ
Frequently asked questions
How do you calculate CSAT?
Divide the number of satisfied responses (usually a 4 or 5 on a 1 to 5 scale) by the total number of responses and multiply by 100%. With 340 satisfied responses out of 400, CSAT is 85%.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific moment, such as a contact or delivery. NPS measures how likely a customer is to recommend you and says more about the relationship as a whole. CSAT therefore responds faster to service improvements, while NPS is more stable.
When should you send a CSAT survey?
Send the CSAT question as soon as possible after the moment you want to measure, for example straight after a ticket is closed or after delivery. The longer you wait, the fewer responses you get and the more the score is influenced by other experiences.
Further reading
- KPI libraryCustomer service KPIs: formulas and examplesCustomer service KPIs measure how quickly and how well customers are helped. The data comes from your help desk and telephony, and becomes more useful next to customer and order data.Read more
- ResourcesHow to build a KPI dashboard: steps and examplesA KPI dashboard is an overview of the key figures you use to steer towards your goals, such as revenue, margin, on-time delivery or absenteeism. A good KPI dashboard does not start with the software, but with the decisions it needs to support. You then choose a limited number of KPIs, define them, sketch the dashboard and only then build it.Read more
- SolutionPower BI dashboard portal: share dashboards securelyShare your Power BI dashboards securely in your own portal, with role-based access.Read more
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