What is CSAT?
CSAT, the customer satisfaction score, is the share of customers who report being satisfied with a specific interaction or experience. It is usually measured right after a touchpoint, like a support chat or an onboarding step.
Unlike NPS, which gauges overall loyalty, CSAT is immediate and specific. It tells you how a particular moment landed, which makes it useful for pinpointing where to improve.
The CSAT formula.
CSAT = (satisfied responses divided by total responses) times 100. Satisfied usually means the top boxes on the scale, the 4 and 5 on a 5-point scale, or the two most positive options.
Decide your satisfied threshold and keep it consistent. Counting only the top box gives a stricter, lower number than counting the top two.
A worked example.
Of 100 responses to a support survey, 85 are satisfied. CSAT is 85 divided by 100, times 100, which is 85%.
What is a good CSAT?
CSAT tends to run high, often 75 to 85%, because it captures satisfaction right after an interaction. A figure in that range is solid, and above it is strong. Because it is tied to a specific touchpoint, compare like with like, support CSAT against support CSAT, not against an overall number.
CSAT and effort are closely linked: hard experiences score low. Read it alongside the customer effort score to see whether friction is the cause.
How to improve your CSAT.
Resolve issues on the first contact, cut wait times, and make sure the answer actually solves the problem. Satisfaction at a touchpoint is mostly about speed and resolution.
Satisfaction also starts before the interaction, with clear expectations set by your content and onboarding. See how we set clear expectations through content.