How does your CSAT compare to industry benchmarks?

CSAT stands for Customer Satisfaction Score. It measures how satisfied your customers are with your product or service. Typically, it's measured on a scale of 1-5, or 1-10, where 1 stands for Very dissatisfied and 5 or 10 stands for very satisfied. A higher score indicates greater satisfaction.

To determine your current CSAT score, you can send a customer satisfaction survey to your customer base. These surveys ask customers to rate their experience on a scale of 1-5 or 1-10, where 1 stands for Very dissatisfied and 5 or 10 stands for very satisfied. Then, the CSAT score is calculated by dividing the number of satisfied customers (usually those who rate 4 or 5 on a 5-point scale or 9 or 10 on a 10-point scale) by the total number of respondents and then multiplying by 100 to get a percentage. For example, if 80 out of 100 customers rate their satisfaction score as 4 or 5 out of 5, the CSAT score is 80%.

Hiver’s calculator compares your current CSAT score with the average CSAT score for your industry. The result shows how your score differs from the industry benchmark. A positive value indicates your score is higher than the industry average, while a negative value means it's lower.

The calculator provides a starting point for understanding your business's performance relative to your industry. You can use the results to identify areas for improvement, set goals, and track your progress over time.

It's recommended to calculate your CSAT once every quarter to track performance and identify trends.

The CSAT comparison is based on industry benchmarks collected in 2024. It's important to note that industry averages can fluctuate over time. For the most accurate results, we recommend comparing your CSAT against benchmarks once every year.