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hey guys welcome to another episode so today were talking about the customer satisfaction score and uh how to calculate it in excel we all know that happy customers are the best advocates of our brand a true word of mouth marketing also our satisfied customers are the ones that usually go ahead and take the extra mile to promote us to their colleagues friends and family and uh this is an easy way for us to increase our retention rates and drive profitability upwards measuring customer satisfaction usually takes a form of a simple one question survey in the form of how would you rate x where x can be either the company as a whole a specific process or interaction a service a product so those are those surveys that you get with like one to five stars or you can also replace uh the one through five ratings with um with text which would be um somewhere ranging from like very unsatisfactory uh unsatisfactory neutral uh satisfactory and very satisfactory so those five with uh with neutral
