How is Customer Satisfaction Score (CSAT) and Product Quality Score (PQUAL) calculated?

Satisfaction scores, like Customer Satisfaction (CSAT) and Product Quality (PQUAL) are a percentage from 0% to 100%, where 100% is the best score. Simply put, satisfaction scores are calculated as the number of satisfied respondents divided by the total number of respondents.

Satisfaction is usually measured on a 5-point scale with choices such as Very Unsatisfied (1), Unsatisfied (2), Neutral (3), Satisfied (4), Very Satisfied (5). Product Quality Score (PQUAL) is calculated the same way. Here is the formula:

CSAT = (Number of '4' and '5' responses) / (Total number of responses) x 100

Here are some examples:

60% CSAT

320 respondents where 178 answered Very Satisfied, and 15 answered Satisfied

CSAT = 193 / 320

15% CSAT

100 respondents where 10 answered Very Satisfied, and 5 answered Satisfied

CSAT = 15 / 100

90% CSAT

1,500 respondents where 1,300 answered Very Satisfied, and 50 answered Satisfied

CSAT = 1,350 / 1,500