Measuring Customer Satisfaction (CSAT) with Salesforce

GetFeedback makes it easy to measure customer satisfaction with the CSAT question. CSAT helps you understand a customer’s experience with a specific interaction or experience, such as contacting support or making a purchase. You can use CSAT scores to coach your employees, improve transaction experiences, and more. You can use CSAT with other metrics to understand the full customer experience with your brand.

This guide helps you calculate and report your CSAT scores in Salesforce. Use these formulas to calculate the CSAT score from your GetFeedback surveys and build reports and dashboards in Salesforce.

GetFeedback calculates CSAT as a percentage of satisfied responses (people who selected 4 or 5). Satisfied scores are a more accurate predictor of customer retention.

To calculate CSAT score:

  1. Take the number of respondents who answered 4 and 5.
  2. Divide that number by the total number of survey responses.
  3. Multiply by 100 to see the percentage of satisfied customers.

The formula for CSAT scores looks like this: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers

Example: 500 people responded to a CSAT survey. 68 were Very Satisfied (score 5), and 74 were Somewhat Satisfied (score 4).
Add the number of Satisfied and Somewhat Satisfied responses to get 142.
Divide 142 by the total number of responses (500). You get .284 .
Multiply .284 by 100 to get 28.4%. This is your CSAT score.
The equation would look like this: (142 / 500) x 100 = 28.4%

You can track CSAT scores in Salesforce to include them in dashboards and reports. There are a few steps to complete to set up CSAT in Salesforce:

  1. Create your CSAT survey
  2. Create a CSAT object in Salesforce
  3. Map your survey to the CSAT object
  4. Add merge fields to your survey

Create a GetFeedback survey with a CSAT question. You can use a template or build a survey from scratch. You can also use Quick Launch to quickly build a CSAT survey that integrates with Salesforce.

Create a custom object to hold CSAT responses from your survey. You’ll use Salesforce Custom Mappings to send survey responses to this object.

When creating your CSAT object:

  • Name the object after your survey so you can recognize the object - for example, “Case Closed CSAT.”
  • Include a field for every survey question/answer you want to map to Salesforce.
  • Include a field for each merge field in your survey.

In GetFeedback, map your survey to the CSAT object you created in Salesforce. Use our custom mapping tool to send survey responses to your custom object and fields.

Some survey questions can only be mapped to certain Salesforce field types. Learn more

To track who sent a response, you can add merge fields. Merge fields pull in data from Salesforce when someone opens your survey, such as their Contact or Account ID. Merge fields also help Salesforce know where to map data to.

The way you add merge fields depends on how you send your survey:

Learn more about merge fields

You can now send your survey to respondents. When someone takes your survey, their response will be mapped to Salesforce. You can set up dashboards and reports in Salesforce with the data you mapped from your survey.

If you create reports in Salesforce, you can group customers by CSAT score. You can use this data to quickly find unsatisfied customers.

When you create your report in Salesforce, calculate the overall CSAT score using this formula:

Your survey respondents will be grouped by score on the report.