How to calculate customer satisfaction using Sprout Social
Posted: Thu Feb 13, 2025 8:39 am
CSAT formula breakdown
A CSAT score is calculated on a zero-to-one scale, with 100 percent being the highest score. For many companies, achieving 100% is the goal. However, that is not to say that any score exceeding 50% (ideally 60% or 70%) should not be viewed as positive.
While achieving a 100% CSAT score is commendable, it’s also important to benchmark it against other metrics. Compare the total number of CSAT responses you’ve received to the total number of your dentist data customers. This way, you can tell if your CSAT score is truly an indicator of your overall customer satisfaction.
For example, if 100 of your 250 responses are positive, but you have a total of 1,000 customers, then your CSAT score is not a true representation of your customer satisfaction level.
Sprout Social users can use the customer feedback tool to build customer satisfaction surveys and collect customer feedback from social platforms. To create customer feedback in Sprout, follow these steps:
Step 1. Log In to your Sprout Social account.
Step 2. Next, access customer feedback configuration. Do this by navigating to “Account and Settings” section. Click on settings.
Step 3. Under “Inbox and reviews,” select customer feedback. Choose the social profile for which you want to configure your CSAT survey.
Image of how to Configure CSAT survey in Sprout
Step 4. Select the Enable feedback checkbox to configure your survey. Scroll down to the survey section. Here, you can set up CSAT surveys for Twitter, Instagram and Facebook.
A CSAT score is calculated on a zero-to-one scale, with 100 percent being the highest score. For many companies, achieving 100% is the goal. However, that is not to say that any score exceeding 50% (ideally 60% or 70%) should not be viewed as positive.
While achieving a 100% CSAT score is commendable, it’s also important to benchmark it against other metrics. Compare the total number of CSAT responses you’ve received to the total number of your dentist data customers. This way, you can tell if your CSAT score is truly an indicator of your overall customer satisfaction.
For example, if 100 of your 250 responses are positive, but you have a total of 1,000 customers, then your CSAT score is not a true representation of your customer satisfaction level.
Sprout Social users can use the customer feedback tool to build customer satisfaction surveys and collect customer feedback from social platforms. To create customer feedback in Sprout, follow these steps:
Step 1. Log In to your Sprout Social account.
Step 2. Next, access customer feedback configuration. Do this by navigating to “Account and Settings” section. Click on settings.
Step 3. Under “Inbox and reviews,” select customer feedback. Choose the social profile for which you want to configure your CSAT survey.
Image of how to Configure CSAT survey in Sprout
Step 4. Select the Enable feedback checkbox to configure your survey. Scroll down to the survey section. Here, you can set up CSAT surveys for Twitter, Instagram and Facebook.