Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) is a metric that measures how satisfied customers are with a specific product, service, or interaction. It is usually captured with a short rating question (such as 1 to 5 or "satisfied" to "dissatisfied") and reported as the percentage of positive responses.
CSAT is typically calculated by dividing the number of satisfied responses (for example, the top one or two ratings) by total responses, then multiplying by 100. Teams send CSAT surveys right after a defined moment, such as a support ticket closing or a purchase, to measure that touchpoint while it is fresh.
A key pitfall is that CSAT reflects a single recent interaction rather than long-term loyalty, so it is best paired with relationship metrics like NPS. Low response rates and biased timing can also skew results, so consistent methodology matters.
Last updated: 14 June 2026