Customer Satisfaction (CSAT) is a metric that directly measures the level of satisfaction of your customers based on their experience in your establishment.
The score is out of 5 and is based on the satisfaction question in the survey.
How is CSAT calculated?
For an establishment:
- Step 1: Retrieve the CSAT score for each participation in all surveys associated with your establishment.
- Step 2: Calculate the average of the CSAT scores obtained in Step 1.
For a Brand Level (region, sector, etc.):
- Step 1: Obtain the CSAT scores for each establishment that you want to consolidate or that constitute a region.
- Step 2: Calculate the average of the scores obtained in Step 1.
Example 1: Calculating CSAT for a point of sale
The CSAT score is calculated based on general "CSAT" questions. There can only be one "CSAT" type question per survey.
Example 2: Calculating CSAT at the level of a region, zone, type, etc.:
CSAT Score = Average of the CSAT scores for each point of sale.
From the sidebar of the platform, the CSAT tab is displayed with the "Gold Medal" logo:
Overview of the CSAT tab:
- The period selected by the user.
- Customer Satisfaction Score (CSAT)
- Comparison with the selected Y-1 period.
- A display of the customer satisfaction score and the volume for the Y-1 period.
- Number of participations for the selected period.
- A display of the customer satisfaction score in the form of stars.
Ranking: This element can be clicked to display the ranking of an establishment at the brand level. This ranking shows establishments in ascending order according to their rank, as well as the customer satisfaction score, the number of participations, and a visualization of the customer satisfaction score in the form of stars.
This ranking is available for users with multi-establishment access.
Distribution and Evolution:
The distribution of customer satisfaction scores by other criteria such as the survey, medium, NPS Category, etc.
An evolution chart is available to track the change in your store's or area’s customer satisfaction score if you have access to multiple points of sale. This evolution can be viewed in granular detail by days, weeks, months, years, or quarters.