Customer SuccessSaaSB2B ServicesE-commerceFinancial ServicesDiagnosticApproved

Customer Satisfaction Score (CSAT)

The percentage of customers rating a specific interaction (support ticket, onboarding call) as satisfied, typically on a 1–5 scale.

Compare Edit

Business Question Answered

“Are customers satisfied with this specific interaction or touchpoint?”

What This Tells You

Satisfaction with a specific, recent interaction — a transactional, moment-in-time signal.

What It Does Not Tell You

Overall relationship health or loyalty — a customer can be satisfied with individual support tickets while still being at risk of churning overall (see nps-vs-csat).

Formula & Example Calculation

Number of Satisfied Responses (4–5) / Total Responses × 100

Numerator

Satisfied Responses (rating 4 or 5)

Denominator

Total Responses to the CSAT survey

Example

Of 500 post-ticket surveys, 430 rate 4 or 5. CSAT = 430 / 500 = 86%.

Recommended Dimensions & Segments

Support channelAgent/teamIssue type

Recommended visualization: Trend line by support channel/team

Technical Implementation Notes

Track response rate — CSAT surveys typically see 10–20% response, and non-responders may skew systematically happier or unhappier than responders.

Data Quality Checks

Monitor response rate trend; a sudden drop can distort the score without reflecting true satisfaction change

Common Pitfalls

Using CSAT (transactional) interchangeably with NPS (relational) in executive reporting — they measure different things

AI Explanation

Get a conversational, stakeholder-friendly explanation of this KPI, generated on demand.

Metadata

Funnel StageRetention

Owner RoleSupport Operations Manager

CadenceWeekly

Data Sources

Support/Ticketing platform (Zendesk)Post-interaction survey tool