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Customer Satisfaction Score (CSAT).
The most direct measure of customer satisfaction with a specific interaction, product, or service. Fast to collect, easy to understand, and highly actionable at the touchpoint level.
What is CSAT
How satisfied were you?
Right now, at this moment.
CSAT asks customers to rate their satisfaction with a specific experience, typically: "How satisfied were you with [interaction/product/service]?" answered on a 1–5 or 1–10 scale, or using emoticon/star ratings.
The CSAT Formula
CSAT % = (Number of satisfied responses ÷ Total responses) × 100
Example: 450 satisfied out of 500 responses = CSAT 90%
Example: 450 satisfied out of 500 responses = CSAT 90%
- Best for: Measuring satisfaction immediately after specific interactions service calls, purchases, onboarding, support tickets
- Response scale: 1–5 stars, 1–10 numeric, or emoji (😞😐😊😍)
- Typical question: "How satisfied are you with the service you received today?"
- Benchmark: Industry-wide CSAT averages range from 70–85%. Above 80% is generally considered strong.
NPS vs CSAT when to use which?
Use NPS to measure overall loyalty and brand advocacy relationship-level.
Use CSAT to measure satisfaction at specific touchpoints transactional level.
Best practice: use both. CSAT tells you what happened at each step; NPS tells you how customers feel overall.
Start measuring CSAT at every touchpoint.
Synopticom sets up CSAT measurement across all your customer touchpoints from service calls to app interactions to in-store moments.