---
Title: "What Is CSAT? Customer Satisfaction Score Formula"
Url: "https://computer.io/glossary/csat"
Topic: "Metrics"
Description: "CSAT (customer satisfaction score) measures how satisfied customers are with an interaction or product. Formula, example, good scores and tips."
---

# 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.

## FAQ

### What is a good CSAT score?

Many support teams target 80% or higher, but benchmarks vary by industry.

### When should CSAT surveys be sent?

Shortly after a ticket is resolved or an interaction ends.

### Can AI conversations be measured with CSAT?

Yes. Compare CSAT for AI-resolved and human-resolved conversations.

## Related terms

- [Customer satisfaction](https://computer.io/glossary/customer-satisfaction)
- [Customer effort score (CES)](https://computer.io/glossary/customer-effort-score)
- [How do you calculate customer satisfaction score?](https://computer.io/answers/how-to-calculate-csat)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Customer satisfaction score](https://devrev.ai/blog/customer-satisfaction-score)
- [Customer satisfaction](https://devrev.ai/blog/customer-satisfaction)