What is CSAT (customer satisfaction score)?
CSAT, or customer satisfaction score, measures how satisfied customers are with a specific interaction, product or service. Customers rate their experience, usually from 1 to 5, and CSAT is the percentage who choose the top two ratings: satisfied responses divided by total responses, times 100.
Formula
CSAT = (ratings of 4 or 5 ÷ total responses) × 100
Example: 170 of 200 responses are 4 or 5 → 85%.
CSAT vs NPS vs CES
| Metric | Measures | Timing |
|---|---|---|
| CSAT | Satisfaction with an interaction | Right after |
| NPS | Likelihood to recommend | Periodic |
| CES | Effort to get help | Right after |
Improving CSAT
Faster first responses, first-contact resolution, clear answers, and following up on low scores.
