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If you ever feel overwhelmed when trying to make sense of customer feedback data, know it’s not just you.
It can be challenging to analyze feedback data containing text and numbers.
But don’t worry.
Our solution can save you time and give you valuable insights.
It is crucial to know whether your customers are satisfied with your brand and its offerings.
You can rely on indicators, such as the number of returning customers. And they can tell you whether your customers are happy or not.
That’s where a CSAT Score Survey Chart comes in.
This visualization design can help you visualize your customer satisfaction data in a way that’s easy to understand.
Excel is a popular visualization tool professionals, and business owners use.
But, it lacks a ready-made CSAT Score Survey Chart.
But don’t worry.
Download and install a specific add-in to access a ready-to-use CSAT Score Survey Chart.
In this blog, you’ll learn the following:
Before diving into the blog’s core, we’ll address the following question: what is a CSAT survey?
A CSAT survey is a type of survey you can use to measure customers’ satisfaction with their products or services.
The survey type aims to collect data to help you understand how well your business meets customers’ needs and expectations.
CSAT questions ask customers to rate their satisfaction with a particular product, service, or interaction with the company.
These questions can be presented in different formats like a Likert scale, multiple-choice, or open-ended.
One of the critical benefits of CSAT surveys is that they allow you to measure customer satisfaction quantitatively.
This means survey results can be analyzed and measured over time.
You’ll have a benchmark of your customer satisfaction levels.
Also, by tracking changes in customer satisfaction levels, you can measure your efforts’ impact.
In addition to the general questions asked in a CSAT survey, there’s a specific question commonly used to measure customer loyalty—Net Promoter Score (NPS).
And it consists of a single question like the following:
“How likely are you to recommend our product/service/company to a friend or colleague?”
In NPS, you ask customers to provide a rating on a scale from 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”
Based on the responses gathered, respondents are classified into three categories:
Respondents with a score of 9 or 10 are promoters.
And they’re highly satisfied with the product or service and are likely to recommend it to others.
Respondents with a score of 7 or 8 are passive. They’re somewhat satisfied with the product or service but are not likely to be brand ambassadors.
Customers with a score of 0 to 6 are detractors. They’re unsatisfied with the product or service and will likely spread negative word-of-mouth.
Calculating the NPS entails subtracting detractors from the promoters.
The result is a score between -100 and +100.
A higher score indicates higher customer loyalty.
The NPS is a useful metric that can help you to get a snapshot of customer loyalty.
CSAT questions aim to measure customer satisfaction and loyalty. And they’re designed to help you understand how well you meet customer needs.
Below are some sample questions you can use in CSAT surveys.
Let’s dive in.
By analyzing the CSAT questions and responses, you can identify areas you’re performing well and areas that require improvement.
To calculate your score from CSAT questions, subtract the detractors from the promoters.
For example, if you received 817 survey results.
And 272 respondents scored between 0 and 6 (detractors), 141 scored between 7 and 8 (passives), and 404 scored between 9 and 10 (promoters), your initial results would be:
To calculate the CSAT score, subtract the detractors (33%) from the promoters (49%). This will give you 16%.
A higher CSAT score indicates that your customers are highly satisfied with your product or service. On the other hand, a lower score indicates room for improvement.
Creating a CSAT survey in Google Forms is a simple process. Follow the easy-to-follow steps below.
Most professionals and business owners use Excel for data storing, sorting, and visualization.
However, it lacks a CSAT Score Chart for analyzing CSAT questions and responses. This does not mean you have to abandon Excel altogether.
Instead, you can transform it into a powerful data visualization tool with the help of third-party add-ins such as ChartExpo.
ChartExpo is a simple add-in you can easily install in Excel.
With over 50 pre-built visualizations, it can turn CSAT questions and responses into visually stunning charts that effectively communicate your data’s story.
You can create CSAT Score-based chart faster
In the coming section, we’ll use ChartExpo to visualize the sample survey data below.
You don’t want to miss this.
| Question | Rating | Responses |
| How likely are you to recommend our software to a friend or colleague? | 0 | 33 |
| How likely are you to recommend our software to a friend or colleague? | 1 | 40 |
| How likely are you to recommend our software to a friend or colleague? | 2 | 36 |
| How likely are you to recommend our software to a friend or colleague? | 3 | 43 |
| How likely are you to recommend our software to a friend or colleague? | 4 | 39 |
| How likely are you to recommend our software to a friend or colleague? | 5 | 39 |
| How likely are you to recommend our software to a friend or colleague? | 6 | 42 |
| How likely are you to recommend our software to a friend or colleague? | 7 | 74 |
| How likely are you to recommend our software to a friend or colleague? | 8 | 67 |
| How likely are you to recommend our software to a friend or colleague? | 9 | 144 |
| How likely are you to recommend our software to a friend or colleague? | 10 | 260 |
To get started with ChartExpo in Excel, follow the steps below:
Insights
Based on the CSAT survey results, it was found that 49% of customers are promoters. This means they’re likely to recommend the product or service.
On the other hand, 33% of customers are detractors who are not satisfied with the product or service. This implies they’re likely to spread negative word-of-mouth.
The remaining 18% are passives who are satisfied with the product or service.
However, they’re not likely to actively recommend it to others.
The Net Promoter Score (NPS) is 16, which is the difference between promoters and detractors.
While some customers are willing to recommend the brand, there’s also a significant number of detractors who could potentially harm the brand’s reputation.
The Customer Satisfaction Index (CSI) measures customer satisfaction with a product/service. And It’s calculated by analyzing customer feedback and ratings.
You can use it to track and improve overall customer satisfaction over time.
CSAT in customer service refers to Customer Satisfaction, a metric you can use to measure customers’ satisfaction with a product/service.
It is typically measured through surveys asking customers to rate their satisfaction on a scale.
CSAT is important if your goal is to understand how well you can meet your customers’ expectations.
In conclusion, measuring customer satisfaction is critical to any successful brand.
Implementing a CSAT survey can help you gain insight into your customers’ experience and identify areas for improvement.
By asking CSAT questions, you can determine the customers that are satisfied, dissatisfied, or neutral and take action.
While Excel is a popular tool for data visualization, it lacks a CSAT Score Survey Chart.
However, by installing the ChartExpo add-in, you can transform Excel into a powerful data visualization tool with a ready-made CSAT Score Survey Chart.
ChartExpo offers over 50 visually stunning and easy-to-digest visualizations, which you can use to better understand and communicate your data.
Act today. Try out ChartExpo to see how it can improve your survey data visualization and analysis.
Net Promoter, NPS, NPS Prism and many other terms related to NPS are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.
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