What is CSAT? Customer Satisfaction Score Guide (2025)

CSAT is the fundamental metric that measures customer satisfaction after a specific interaction or experience. In this guide, learn how to use CSAT effectively.

What is CSAT?

Customer Satisfaction Score (CSAT) is a metric that measures customer satisfaction with a specific product, service, or interaction.

Typically this question is asked: "How satisfied were you with this experience?"

Responses are usually collected on a 1-5 or 1-7 scale.

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Frequently Asked Questions

What is CSAT and how is it measured?

CSAT (Customer Satisfaction Score) is a metric that measures customer satisfaction after a specific interaction. The question "How satisfied were you with this experience?" is asked on a 1-5 (or 1-7) scale. CSAT = (Satisfied responses / Total responses) x 100. Example: 80 satisfied / 100 responses = 80% CSAT.

What is the difference between CSAT and NPS?

CSAT measures instant satisfaction, NPS measures long-term loyalty. CSAT asks "Were you satisfied with this transaction?" (tactical), NPS asks "Would you recommend us?" (strategic). CSAT is used at specific touchpoints, NPS is used for overall relationship. They complement each other - with Customer Echo, you can implement both.

When should I send a CSAT survey?

CSAT should be sent immediately after the interaction - while the experience is fresh. Appropriate times: 1) After purchase, 2) At support ticket closure, 3) When service is completed, 4) After delivery, 5) After appointment/meeting. Waiting more than 24 hours decreases response rate and accuracy.

What is a good CSAT score?

Generally 75-85% is good, 85%+ is excellent. However, it varies by industry: E-commerce 80%+, Banking 75%+, Telecom 70%+, Healthcare 85%+ targets. Compare with your industry average and track the trend - the change is more important than the absolute number.

How can I increase my CSAT score?

Steps to increase CSAT: 1) Analyze reasons for low scores (which touchpoint, which product/service), 2) Quick intervention - follow up with low scorers, 3) Root cause analysis, 4) Process improvements, 5) Staff training. With Customer Echo, you can get instant notifications for low CSAT and intervene immediately.