CSAT
Customer Satisfaction Score
Communication
A metric measuring customer satisfaction with a product, service, or interaction. Typically measured on a 1-5 or 1-10 scale.
What is CSAT?
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
Formula
CSAT = (Number of Satisfied Customers ÷ Total Responses) × 100
Example
If 85 out of 100 respondents rate 4 or 5, CSAT = 85%.
Why CSAT Matters
CSAT provides immediate feedback on customer experience quality.
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