Definition
A survey-based score capturing satisfaction with a specific interaction, typically rated 1-5.
Formula
Sum of satisfaction scores / Number of responses (or % rating 4-5)
How to measure
Send a short satisfaction survey immediately after a specific interaction like a support ticket, then average the ratings or calculate the percentage giving top scores.
Why track it
CSAT isolates satisfaction with a specific process, making it actionable for fixing that exact experience rather than overall brand perception.
Example
A support team's average post-ticket CSAT is 4.6 out of 5 this month.
FAQ
- What is Customer Satisfaction Score?
- A survey-based score capturing satisfaction with a specific interaction, typically rated 1-5.
- How do you calculate Customer Satisfaction Score?
- Sum of satisfaction scores / Number of responses (or % rating 4-5)
- Why track Customer Satisfaction Score?
- CSAT isolates satisfaction with a specific process, making it actionable for fixing that exact experience rather than overall brand perception.