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Customer Satisfaction Score (CSAT)


What is Customer Satisfaction Score?

Customer Satisfaction Score (CSAT) measures customer satisfaction through direct feedback measures, often through post-interaction surveys.

How is Customer Satisfaction Score (CSAT) used?

This metric tracks the pulse of customer experience and reflects the effectiveness of customer success functions. It can signal customer health, predict churn rates, and reveal areas needing improvement. Also, CSAT can be useful for assessing the impact of product changes, informing product enhancements, and prioritising development roadmaps.

How to calculate Customer Satisfaction Score (CSAT)

Average CSAT of Surveyed Users

To calculate CSAT, average the scores from your post-interaction customer surveys.

Best Practices

Consider segmenting by subscription tier or demographics, so you can quickly hone in on problems and make targeted actions. Make sure to collect feedback consistently, ensuring broad representation across your customer base to avoid bias. More broadly, a focus on customer-centricity and product quality can help to improve CSAT.

Common Misconceptions

A misconception is that a CSAT always correlates with customer loyalty; high CSAT scores may not imply high retention if other factors are at play. Another error is presuming negative feedback is all bad – constructive criticism often yields the most valuable insights for growth.

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”

Henry Ford
Founder, Ford Motor Company

Your most unhappy customers are your greatest source of learning.

Bill Gates
Co-Founder, Microsoft


What are the main drivers of Customer Satisfaction Score (CSAT)?
  • Product quality
  • Customer support quality
  • Customer support accessibility
How should I break down Customer Satisfaction Score (CSAT)?
  • Industry vertical
  • Geography
  • Company size
  • Product
  • Customer journey stage

Supported Integrations

Get this metric directly out of one of our supported integrations.

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