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Satisfied = respondents who selected 4 or 5 on a 1-5 scale.
Your CSAT Score
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CSAT, or Customer Satisfaction Score, is one of the most widely used metrics for measuring how satisfied customers are with a product, service, or specific interaction. It captures a snapshot of customer sentiment at a particular moment, such as right after a purchase, a support call, or an onboarding experience.
A CSAT survey typically asks customers a single question: "How satisfied were you with your experience?" Customers respond using a rating scale. The most common scales include:
Unlike NPS, which measures long-term loyalty, CSAT focuses on immediate satisfaction with a specific experience. This makes it ideal for pinpointing exactly where your customer experience excels or needs attention.
The CSAT formula is straightforward. You divide the number of satisfied responses by the total number of responses, then multiply by 100 to get a percentage.
The CSAT Formula
CSAT = (Satisfied Responses / Total Responses) x 100
Step-by-step example using a 5-point scale:
A few things to note about the methodology:
Understanding how your CSAT compares to industry averages can help you set realistic goals. Here are typical CSAT scores across different industries:
| Industry | Average CSAT | Range | Notes |
|---|---|---|---|
| Restaurants & Food Service | 80% | 74-86% | Direct customer interaction drives high scores |
| SaaS & Software | 78% | 72-84% | Product complexity can lower scores |
| Retail & E-Commerce | 76% | 70-82% | Shipping and returns impact satisfaction |
| Hotels & Hospitality | 75% | 68-82% | Expectations vary widely by property class |
| Healthcare | 72% | 65-79% | Wait times and billing are common pain points |
| Financial Services | 73% | 66-80% | Trust and transparency are key drivers |
| Telecommunications | 65% | 58-72% | Service outages and billing issues lower scores |
Keep in mind that benchmarks vary by geography, company size, and measurement methodology. Use these as directional guidelines rather than absolute targets. The most important comparison is always your own CSAT over time.
CSAT is one of three core customer experience metrics. Each measures something different, and the best CX programs use all three in combination.
Measures satisfaction with a specific interaction or experience.
Best for: Post-purchase, post-support, feature feedback
Scale: Typically 1-5
Output: 0-100%
Measures likelihood of recommending your brand to others.
Best for: Overall brand loyalty, relationship tracking
Scale: 0-10
Output: -100 to +100
Measures how easy it was for customers to accomplish a task.
Best for: Support resolution, onboarding, checkout flows
Scale: Typically 1-5 or 1-7
Output: Average score
When should you use CSAT? Use CSAT when you want to evaluate a specific touchpoint. It is ideal for transactional feedback: "How did this particular experience go?" NPS, on the other hand, measures the overall relationship. CES tells you whether the process itself was frictionless.
For a comprehensive comparison of when and how to use each metric, read our guide on NPS vs CSAT vs CES: Which Metric Should You Use?
A good CSAT score is not just about measurement; it is about taking action on the insights. Here are six proven strategies to raise your customer satisfaction.
When a customer gives a low satisfaction rating, follow up within 24 hours. Acknowledge their frustration, ask for details, and provide a resolution. Research shows that customers who have a complaint resolved quickly are more loyal than customers who never had a problem at all.
Timing matters. Send CSAT surveys immediately after the interaction you want to measure. Waiting even a day reduces response rates and accuracy. Embed surveys in email signatures, post-checkout screens, or support ticket closures for the best results.
Look for patterns in your low scores. If multiple customers cite long wait times, confusing pricing, or a broken feature, those are systemic issues. Fix the root cause rather than treating each complaint individually. One systemic fix can improve satisfaction across hundreds of interactions.
Give support agents the authority to resolve issues without escalation. Train them on empathy and problem-solving. When employees can offer refunds, credits, or exceptions without manager approval, resolution times drop and satisfaction scores climb.
Satisfaction is the gap between expectation and reality. Be transparent about shipping times, feature limitations, and support availability. When you set accurate expectations and then deliver even slightly more, customers rate the experience as highly satisfying.
An overall CSAT of 75% might hide the fact that enterprise customers are at 90% while small business customers are at 55%. Segment your CSAT by customer type, product line, support channel, and geography to find where satisfaction gaps really exist.
Manually calculating CSAT from spreadsheets only tells you where you have been. Customer Echo gives you real-time satisfaction tracking so you can act before small issues become big problems.
Customer Echo automates customer satisfaction measurement, analysis, and follow-up so you can focus on delivering great experiences.