Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, product, or service. It's typically measured on a 1–5 scale, and the score is the percentage of respondents who gave a positive rating (4 or 5). CSAT captures immediate satisfaction, not long-term loyalty.
CSAT = (Positive responses ÷ Total responses) × 100
Positive responses are typically scores of 4 or 5 on a 1–5 scale.
Customer Satisfaction Score (CSAT) measures satisfaction with a specific touchpoint — a support interaction, onboarding experience, or product feature. It asks: "How would you rate your experience?" on a scale of 1 (Very Unsatisfied) to 5 (Very Satisfied). The CSAT score is the percentage of satisfied customers (those who answered 4 or 5).
CSAT measures immediate satisfaction after a specific interaction — it's transactional. NPS measures long-term loyalty and likelihood to recommend — it's relational. Use CSAT to measure how a specific experience felt. Use NPS to measure the overall health of your customer relationship. Both metrics together give a more complete picture than either alone.
CSAT is most valuable immediately after key interactions: post-support resolution, post-onboarding, after a major feature launch, or after any significant customer touchpoint. Because it measures in-the-moment satisfaction, surveying days or weeks after the event reduces accuracy significantly.
| Level | CSAT Score |
|---|---|
| World-class | 90%+ |
| Good | 75–90% |
| Average | 60–75% |
| Needs improvement | Below 60% |
FeedbackJar captures user feedback directly in your product. Improve CSAT by acting on what users actually tell you.
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