What is CSAT?

CSAT stands for Customer Satisfaction Score—a quick, easy way to measure how happy customers are with a specific interaction, product, or service. It usually comes from asking, “How satisfied were you?” and letting people rate from, say, 1 to 5 or pick an emoji. You then calculate the percentage of satisfied responses—typically those who chose the top two happy options.

Why should you care about CSAT?

Because it’s fast, intuitive, and speaks directly to your customers’ feelings—right in the moment. High CSAT scores typically mean happier customers who are more likely to stick around, tell friends about you, or buy again. Plus, it gives you actionable feedback you can use right away.

How do you calculate CSAT?

There are two common ways:

  1. Top‑2‑Box Method (most used):
    • Count responses rated “satisfied” and “very satisfied” (e.g., 4 + 5 on a scale).
    • Divide that by the total responses, and multiply by 100.
      For example: if 100 people answered and 80 picked 4 or 5, your CSAT = (80/100) x 100 = 80%.
  2. Average‑Score Method:
    • Add up all response scores, divide by the number of responses. You get an average rating, but percentage is simpler for sharing.

When should you ask for CSAT?

Because CSAT is “right here, right now,” it’s best triggered immediately after a specific event:

  • After a customer support chat or call.
  • When someone completes a purchase or signs up.
  • After using a feature or service milestone.

It’s less useful for overall loyalty—but excellent for quick snapshots on individual touchpoints.

Is there a “good” CSAT score?

Generally, above 70–75% is healthy—this says most customers are happy. Industry benchmarks vary: for example, retail often sees scores in the low 80s, while software/SaaS lands in the high 70s. Keep an eye on trending—it’s more valuable to see improvements over time than hit a magic number.

CSAT vs. NPS vs. CES—which one do you pick?

  • CSAT: measures satisfaction with a specific interaction.
  • NPS (Net Promoter Score): measures overall loyalty and likelihood to recommend.
  • CES (Customer Effort Score): measures how easy a task was for the customer.

Use CSAT when you want immediate feedback. Combine it with NPS and CES for a full picture of experience and loyalty.

Tips for getting the most from CSAT

Here’s how to turn CSAT into results:

  • Ask right away after the interaction—while it’s fresh.
  • Keep it short—one question plus an optional comment box works best.
  • Close the loop—let customers know you’ve listened and taken action.
  • Track trends, not just snapshots—spot dips early and celebrate improvements.
  • Don’t stop at average—look at score distribution and sample size.

In Summary

CSAT is your friendly, frontline tool for understanding how customers feel about specific moments. It’s simple to collect, easy to interpret, and full of opportunities to improve experience in real time. Use it wisely, and it can be the key to happier customers and a stronger brand presence on social media and beyond.