Value Metric
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific product, interaction, or experience.
What is Customer Satisfaction Score (CSAT)?
Customer Satisfaction Score captures satisfaction with a specific touchpoint by asking a question like "How satisfied were you with…?" on a scale (commonly 1–5). CSAT is usually reported as the percentage of respondents who answered in the top one or two "satisfied" boxes.
Unlike NPS, which measures overall loyalty, CSAT is targeted and immediate — ideal for evaluating a single interaction such as a support conversation, an onboarding step, or a new feature.
How to calculate it
CSAT = Satisfied Responses (top boxes) ÷ Total Responses × 100
- Satisfied Responses
- Responses in the top one or two satisfaction boxes
- Total Responses
- All responses to the CSAT question
Worked example
If 430 of 500 respondents rate 4 or 5 out of 5, CSAT = 430 ÷ 500 × 100 = 86%.
What good looks like
- Typical "good"~75–85%+
Many teams treat CSAT above ~80% as strong, but norms vary by industry and by what is being measured. Track the trend for a given touchpoint over time.
Why it matters
CSAT gives fast, specific feedback on the experiences you can actually change. Because it is tied to a moment, it pinpoints exactly which interaction delighted or disappointed, making it highly actionable. Its limits: it captures only those who respond and only the moment asked, so it complements rather than replaces relationship metrics like NPS.
How to improve Customer Satisfaction Score (CSAT)
Fix the lowest-scoring touchpoints
Segment CSAT by interaction to find the weakest experiences, then address their root causes.
Understand the reasons behind low scores
Follow up qualitatively so you learn why a touchpoint disappoints, not just that it does.
Frequently asked questions
What is a good CSAT score?
Many teams consider CSAT above roughly 80% strong, but the right benchmark depends heavily on industry and on which touchpoint you are measuring. The most useful comparison is the trend for a specific interaction over time, not a universal target.
How is CSAT different from NPS?
CSAT measures satisfaction with a specific interaction or experience, usually right after it happens. NPS measures overall loyalty and likelihood to recommend the brand. CSAT is transactional and immediate; NPS is relational and broad.