A customer experience metric used to measure how satisfied customers are with a product, service, or interaction. CSAT helps businesses quickly understand customer happiness and identify areas for improvement by collecting feedback right after a customer touchpoint, such as a purchase, support call, or delivery.
CSAT surveys usually ask a simple question like, “How satisfied were you with your experience?” and use a rating scale, typically from 1–5 or 1–7, where higher numbers indicate greater satisfaction.
Key aspects of CSAT include:
-Simple feedback collection – Quick, single-question surveys for easy response.
-Real-time insights – Immediate visibility into customer satisfaction levels.
-Clear scoring method – Measure the percentage of satisfied customers.
-Actionable data – Identify trends to improve services and processes.
-Performance tracking – Monitor team and product performance over time.
How CSAT is calculated:
CSAT (%) = (Number of Satisfied Responses / Total Responses) × 100
For example, if 160 out of 200 customers rate their experience as 4 or 5:
CSAT = (160 / 200 ) × 100 = 80%
Business benefits: Improved customer retention, better service quality, data-driven decision-making, and stronger customer relationships.
Example use case:
A food delivery app sends a quick CSAT survey after each order. If a customer reports dissatisfaction, the support team can respond immediately to resolve the issue, improving the overall customer experience and loyalty.
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