How to Analyze CSAT Questions Survey Data in Excel?

Do you know what’s more frustrating than a slow internet connection? Receiving low CSAT scores from your customers.

How satisfied are your customers with your products or services?

If you don’t know, it’s time to start asking them.

Imagine a situation where a consumer has just purchased a new phone and is happy with its features. Regrettably, he has issues with the battery life. In such an instance, the customer’s experience is a blend of positive and negative emotions.

Provided the customer service team responds promptly, the customer’s overall experience can be satisfactory.

This is where CSAT questions come into play.

CSAT stands for customer satisfaction score. It is a metric that measures customer satisfaction with a product, service, or experience. CSAT surveys help businesses understand their customers’ satisfaction levels. Consequently, identify areas for improvement and work on increasing customer loyalty.

What is a CSAT Survey?

A CSAT survey is a questionnaire that measures customer satisfaction levels with a product, service, or experience. The survey asks customers to rate their experience on a scale, often from 1 to 10. 1 being very unsatisfied and 10 being very satisfied.

The results of the survey are used to calculate a CSAT score. This score is the percentage of customers satisfied with the experience. CSAT score divides customers into promoters, passives, and detractors.

• Promoters refer to highly satisfied customers.
• Passives are somewhat satisfied customers
• Detractors are dissatisfied customers.

How to Calculate CSAT Score

Take the number of customers who rated 7, 8, 9, or 10 and divide it by the total survey responses. Then, multiply the result by 100 to get your CSAT score as a percentage.

Here’s the formula:

(Number of satisfied customers)/(Total number of survey responses) × 100

Example;

Assume you received 100 survey responses, and 70 customers rated their satisfaction as 7 or higher.

70/100 × 100

Then the CSAT score would be 70%.

Top CSAT Survey Questions to Use in Your Next Survey

The questions you ask in your CSAT survey will depend on the type of product or service you offer. Here are five top CSAT survey questions to use in your next survey:

1. How satisfied are you with your overall experience?
2. How satisfied are you with the quality of our product/service?
3. How satisfied are you with the speed of our service?
4. How satisfied are you with the friendliness of our staff?
5. How likely will you recommend our product/service to a friend or colleague?

How to Create a CSAT Survey in Google Forms?

Assume you run a company that develops and sells software products. You want to gauge how customers recognize and recommend your software. This will necessitate you to use a CSAT survey to get customer feedback. You can create a CSAT survey in Google Forms consisting of a question like;

• How likely are you to recommend our software to a friend or colleague?

Your respondents are to respond to this question using a scale of 1 to 10.

To create a CSAT survey in Google Forms, follow these steps;

1. Access Google Forms and login using your Google account credentials.
2. Click the Blank button to create a new form.
3. Assign a title and description to your form.
4. Select the type of question you prefer, such as multiple-choice, checkbox, or short answer. Add the question and the corresponding responses.
5. To share the form with your customers, click the share button and send them the link.
6. After gathering enough responses, click the three dots adjacent to Link to Sheets. A drop-down menu will appear, allowing you to download the responses as a CSV file.
7. Open the downloaded file using Excel.

How to Create a Chart to Analyze Customer Satisfaction Survey Data in Excel?

Excel will load your data as displayed below.

Are you looking for a way to analyze your customer satisfaction survey data in Excel effortlessly? Look no further than ChartExpo.

With ChartExpo, you can create insightful visualizations that make it easy to spot trends and identify improvement areas. Whether you’re a seasoned Excel user or just getting started, ChartExpo is the perfect solution.

Why?

Benefits of Using ChartExpo

• Using ChartExpo saves you valuable time, as it streamlines the process of creating insightful charts and graphs. This allows you to focus on the analysis and interpretation of the data.
• ChartExpo enables the creation and customization of charts and graphs without needing technical expertise. Its user-friendly interface makes data visualization accessible to all users, irrespective of their expertise.
• ChartExpo offers an affordable $10 monthly subscription plan. The best part is that you can use its 7-day free trial before committing to the subscription.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click the “Insert” menu.
3. You’ll see “My Apps”.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts and graphs are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Organize your data in the format below to make its analysis easier.

Follow through as I show you how to create a CSAT Score Survey Chart with ChartExpo.

1. Install ChartExpo in Excel to get started.
2. After installation, click My Apps from the INSERT menu.

3. Select ChartExpo, and click the Insert button.

4. Once it loads, choose CSAT Score Survey Chart from the chart list.

5. Select the data from the sheet and click the Create Chart From Selection button.

6. ChartExpo will generate the visualization below for you.

7. By default, the CSAT Score Survey Chart in ChartExpo has Grid Lines. You can remove them by clicking the Settings button on the top bar.

8. Change the Opacity to 0 from the Chart Settings Property window. Click the Apply button.

1. If you want a title for the chart, click on Edit Chart.
2. Click the pencil icon next to Chart Header.
3. It will open the properties dialog. Under the Text section, add a heading in Line 1 and enable Show.
4. Give the appropriate title of your chart and click the Apply button to apply the changes.
5. The final chart will appear as shown below.

Insights

• 49% of customers are willing to act as promoters for your product.
• 33% stated that they would not promote your product.
• 18% maintained neutrality.
• The Net Promoter Score (NPS) for your product is 16. This was calculated by subtracting the percentage of detractors from the percentage of promoters.

Tips for Improving Your CSAT Survey Results

It’s time to improve your results now that you have analyzed your CSAT survey data. These tips can help you get better CSAT survey results:

1. Act on customer feedback and, where necessary, make adjustments.
2. Provide better customer service by training your personnel.
3. Reward customers who respond to your survey with incentives.
4. Make sure your CSAT questions are concise and direct.
5. Conduct follow-up surveys to gauge your success.

FAQs:

What are CSAT questions?

CSAT questions are employed in customer satisfaction surveys. They strive to evaluate customer satisfaction with a product or service. “How satisfied are you with our product/service?” is the most common CSAT question.

How do I write good CSAT survey questions?

To write good CSAT survey questions:

• Keep the questions short and to the point.
• Use scale questions to measure customer satisfaction on a numerical scale.
• Avoid bias in your questions and ensure they fulfill your survey objective.

What is the customer satisfaction index?

The Customer Satisfaction Index (CSI) quantifies consumer satisfaction. It helps contrast how several firms in the same sector have fared. You determine CSI by surveying customers’ satisfaction with a product or service.

What is CSAT in customer service?

CSAT quantifies customer service achievement. It is a metric for measuring customer satisfaction with your offerings. Businesses use CSAT to evaluate how well they meet customer needs and expectations.

Wrap Up:

As a business owner, you want to ensure every customer is satisfied. CSAT surveys are a great way to measure and improve customer service. The data collected can help you identify areas where improvement is necessary to serve them better.

The best part?

You can create your CSAT surveys in a few minutes with Google Forms.

The higher the CSAT score, the more satisfied your customers are with your product/service.

Use ChartExpo to create visualizations that help you analyze your CSAT survey data. At first glance, creating visualizations for any data set may seem overkill. However, the benefits of creating visualizations far outweigh the minimal effort required. Visualizations help communicate information in a more accessible and memorable way.

ChartExpo simplifies data analysis, so you can visually explore trends, identify opportunities, and make more informed decisions.

So why wait?

Start creating visualizations with ChartExpo today to glean valuable insights from your customer satisfaction survey data.