CSAT
Customer Satisfaction
A satisfaction metric that measures user sentiment after a product interaction or support event.
Definition
Customer Satisfaction (CSAT) measures how satisfied users are with a specific interaction, feature, or experience. Unlike NPS which measures overall loyalty, CSAT captures sentiment at particular touchpoints.
How CSAT Is Calculated
CSAT surveys typically ask: “How satisfied were you with [experience]?” using a 1-5 or 1-7 scale.
CSAT Score = (Satisfied responses / Total responses) × 100
“Satisfied” usually means 4-5 on a 5-point scale or 5-7 on a 7-point scale.
When to Use CSAT
CSAT works best for measuring specific moments:
| Touchpoint | Example Question | |------------|------------------| | Support interaction | “How satisfied were you with this support session?” | | Feature usage | “How satisfied are you with the reporting feature?” | | Onboarding | “How satisfied were you with the setup process?” | | Purchase | “How satisfied were you with the checkout experience?” |
CSAT vs NPS
| Aspect | CSAT | NPS | |--------|------|-----| | Measures | Satisfaction | Loyalty/advocacy | | Scope | Specific touchpoint | Overall relationship | | When to use | After interactions | Periodically | | Actionability | Immediate improvements | Strategic direction |
Tools That Track CSAT
Feedback platforms that support CSAT surveys:
- Survicate - Targeted CSAT with segmentation
- Intercom - Post-conversation CSAT
- Typeform - Custom CSAT survey forms
Frequently Asked Questions
What’s a good CSAT score?
CSAT scores above 80% are generally considered good. However, benchmarks vary by industry and touchpoint. Support CSAT often runs higher (85-95%) than product feature CSAT (70-85%).
Should I use a 5-point or 7-point scale?
5-point scales are simpler and have higher response rates. 7-point scales offer more granularity for analysis. Most teams start with 5-point and switch to 7-point if they need finer distinctions.
How do I improve low CSAT scores?
Analyze responses by segment to find patterns. Follow up with dissatisfied respondents to understand specific issues. Track CSAT trends after making changes to verify improvements.