Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, product, or service. It's typically collected immediately after an experience. How CSAT is calculated: - Ask: "How satisfied were you?" (1-5 scale) - CSAT = (Satisfied responses ÷ Total responses) × 100 - "Satisfied" typically = 4 or 5 on a 5-point scale When to measure CSAT: - After support interactions - Post-purchase - After onboarding - Following product usage CSAT benchmarks: - Below 70%: Needs improvement - 70-80%: Good - 80-90%: Excellent - Above 90%: World-class