# CSAT (customer satisfaction score)

> CSAT, or customer satisfaction score, measures how happy people were with one thing, like a support chat.

Source: https://synthiya.ai/glossary/csat · Updated 2026-10-09 · By Synthiya

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%.