Definition
CSAT, or customer satisfaction score, measures how happy people were with one thing, like a support chat.
A CSAT survey asks something like "How satisfied were you with your support chat today?" People answer from 1 (very unsatisfied) to 5 (very satisfied). The usual score is the number of 4s and 5s, divided by all replies, times 100.
CSAT works best right after a moment, like a support chat, a sign-up, or the first use of a new feature. It tells you how that one step went, while it's fresh.
How it differs from NPS
NPS asks about loyalty to your whole product. CSAT asks about one moment. You can use both: NPS for the big picture, and CSAT for single steps.
Example
After 50 support chats, 42 people chose 4 or 5. Your support CSAT is 42 ÷ 50 × 100 = 84%.
Related terms
- Net Promoter Score (NPS) Net Promoter Score (NPS) measures loyalty by asking how likely people are to recommend you, on a 0 to 10 scale.
- Customer Effort Score (CES) Customer Effort Score (CES) measures how easy it was for someone to get a task done.
- Voice of the customer (VoC) Voice of the customer (VoC) means gathering what customers say, in their own words, and using it to guide your choices.
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Updated by the Synthiya team. See all terms.