What is a good CSAT score?
A good customer satisfaction (CSAT) score is generally 75% to 85%, and scores above 90% are considered excellent for support interactions. CSAT is the share of survey responses that are satisfied, usually 4 or 5 on a 5-point scale. Compare your score with your own history and industry first, because survey design changes results.
How CSAT is calculated
CSAT = (number of satisfied responses ÷ total responses) × 100
On a 1 to 5 scale, “satisfied” usually means 4 or 5. If 170 of 200 respondents choose 4 or 5, CSAT is 85%.
Rough benchmarks
How to improve CSAT
- Cut wait times for common requests.
- Resolve on first contact.
- Avoid making customers repeat themselves.
- Read low-score comments weekly and fix patterns.
- Measure CSAT separately for AI and human conversations.
Watch for bias
Low response rates, surveying only closed tickets, and sending surveys after AI deflection without resolution can all distort CSAT.
