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Customer Experience

Customer Satisfaction Score (CSAT)

Customer satisfaction score (CSAT) is a metric that measures how satisfied customers are with a specific interaction, product or service, calculated as the share of satisfied answers among all survey responses.

Definition

CSAT is based on a direct question asked right after an interaction: “How satisfied were you with…?”. Customers answer on a short scale, most often from 1 to 5. Because the question is tied to a precise moment, such as a support ticket, a delivery or the end of onboarding, CSAT shows where the experience works and where it does not.

The usual formula is: CSAT = number of satisfied answers (4 or 5 on a 5-point scale) divided by the total number of answers, multiplied by 100. Some teams use the average score instead; what matters is to choose one method and keep it. Send the survey while the memory is fresh, keep it to one or two questions, and add an optional comment field.

CSAT is easy to understand and gives fast feedback to the team that handled the interaction. Its main pitfalls are a low response rate, which can make the result unrepresentative, and the fact that it says little about long-term loyalty: a satisfied customer can still leave. Read it next to NPS and churn rather than alone.

Key points

  • Formula: satisfied answers (4-5 out of 5) divided by total answers, multiplied by 100.
  • It measures one moment or interaction, not the whole relationship.
  • Send the survey right after the interaction, with one or two questions.
  • Watch the number of answers: a high score on few responses can be misleading.
  • Read the comments, because they explain the score and point to the fix.

Example

A support team closes 150 tickets in a month and gets 150 survey answers: 120 customers rate the experience 4 or 5, and 30 rate it 3 or lower. CSAT = 120 / 150 x 100 = 80%. By reading the comments of the 30 lower ratings, the team notices that most of them concern slow first replies.

Frequently asked questions

What is a good CSAT score?

There is no universal threshold, as it depends on your industry and on the type of interaction measured. A higher share of satisfied answers is better, but the trend over time and the comparison between teams or channels are more useful than a single figure.

What is the difference between CSAT and NPS?

CSAT measures satisfaction with a specific interaction, while NPS measures overall loyalty and the likelihood of recommending you. CSAT helps you improve a touchpoint quickly. NPS helps you follow the relationship as a whole.

Which scale should I use for CSAT?

The 1 to 5 scale is the most common because it is easy to answer and to explain. What matters most is to define in advance which answers count as satisfied and to keep the same scale from one period to the next.

Related terms

Net Promoter Score (NPS)Net Promoter Score (NPS) is a loyalty metric based on one question, how likely a customer is to recommend you from 0 to 10, and calculated as the percentage of promoters minus the percentage of detractors.Customer Effort Score (CES)Customer effort score (CES) is a metric that measures how easy it was for a customer to get something done, such as solving a problem or completing a purchase, usually on a scale from very difficult to very easy.Voice of the Customer (VoC)Voice of the customer (VoC) is the practice of collecting, analysing and acting on what customers say about their needs, expectations and experience, through surveys, conversations, reviews and support exchanges.Customer JourneyA customer journey is the full path a customer follows with a company, from first awareness through purchase and use to renewal or departure, including every touchpoint and the emotions felt along the way.

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What is Customer Satisfaction Score (CSAT)? Definition and examples | Passisto