Customer Satisfaction Score (CSAT)
Definition
Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific product, service, or interaction. It is typically captured by asking customers to rate their satisfaction on a scale (for example 1–5), and is calculated as the percentage of respondents who selected the top satisfied ratings out of all responses.
CSAT formula
CSAT is the number of satisfied responses (usually the top two ratings, such as 4 and 5 on a 1–5 scale) divided by the total number of responses, multiplied by 100 to produce a percentage.
- CSAT % = (satisfied responses ÷ total responses) × 100.
- Most teams count the top one or two rating values as “satisfied”.
- Measure CSAT right after a specific interaction for the most accurate read.
CSAT vs NPS
CSAT measures satisfaction with a specific experience and is best for transactional feedback. NPS measures overall loyalty and likelihood to recommend, and is better for tracking long-term relationship health. Many teams use both together.
Customer Satisfaction Score (CSAT) FAQ
CSAT stands for Customer Satisfaction Score, a metric for how satisfied customers are with a product, service, or interaction.
CSAT is measured by asking customers to rate their satisfaction on a scale and dividing the number of satisfied responses by the total responses, expressed as a percentage.