Customer Satisfaction Score
A metric measuring customer satisfaction with a specific interaction, product, or service.
Formula
CSAT = (Satisfied Customers / Total Responses) × 100
Example
If 80 out of 100 customers rate their satisfaction as 4 or 5 (on a 5-point scale), your CSAT is 80%.
Category
Metrics & Scoring
Full Definition
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, transaction, product, or service. Unlike NPS which measures overall loyalty, CSAT focuses on immediate satisfaction with particular touchpoints.
CSAT surveys typically ask: "How satisfied were you with [specific experience]?" Customers respond on a scale, commonly 1-5 or 1-7, where higher numbers indicate greater satisfaction.
Calculating CSAT: CSAT is calculated by dividing the number of satisfied customers (those who selected 4 or 5 on a 5-point scale) by the total number of responses, then multiplying by 100 to get a percentage.
When to Use CSAT: - Immediately after customer support interactions - Following a purchase or transaction - After product delivery or service completion - Post-onboarding experience
Common Use Cases
Real-World Examples
Scenario
After a live chat support session, Emma receives a popup: "How satisfied were you with the help you received?" She clicks 5 stars because her refund was processed in 2 minutes.
Outcome
The support agent gets credit for a positive interaction. The company maintains its 92% CSAT for chat support.
Scenario
A dental clinic sends a text after each appointment: "How satisfied were you with your visit today?" John rates 2/5 because he waited 40 minutes past his appointment time.
Outcome
The clinic manager sees the low score, calls John to apologize, and implements a new scheduling system to reduce wait times.
Scenario
A coffee shop includes a QR code on receipts. After scanning, customers rate their order satisfaction. Monday morning shows 65% CSAT vs. typical 90%.
Outcome
Manager discovers the espresso machine was malfunctioning. Quick repair prevents a week of unhappy customers.
Related Terms
Net Promoter Score(NPS)
A metric measuring customer loyalty based on likelihood to recommend your business to others.
Customer Effort Score(CES)
A metric measuring how much effort customers expend to interact with your business.
Transactional Survey
A survey triggered by a specific customer interaction or transaction.
Touchpoint
Any point of interaction between a customer and your company.