CSAT (Customer Satisfaction Score) measures how satisfied customers are with a specific interaction, purchase or experience. It is gathered with a short question such as "How satisfied were you with this support chat?", usually answered on a 1-5 scale.
Why it matters
Because CSAT is tied to a moment, such as a resolved ticket, a delivery or an onboarding call, it points to exactly where service is strong or weak. Support teams commonly track it per agent, per channel and per issue type. It is a short-term, transactional signal, while NPS measures overall loyalty.
Example
The common calculation counts only the top ratings (4 and 5 on a 5-point scale):
250 responses, 190 rated 4 or 5
CSAT = 190 / 250 x 100 = 76%Common mistakes
- Sending the survey long after the interaction, when people no longer remember it.
- Ignoring response rate. A score based on a handful of replies from the most vocal customers can mislead.
- Changing the scale or wording between periods and then comparing the results.
- Benchmarking against other companies without confirming they calculate it the same way.
Related
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