What is CSAT?
Customer Satisfaction Score
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction, product, or service. Typically collected via post-interaction surveys, CSAT asks customers to rate their satisfaction on a scale (often 1-5 or 1-10). The score is calculated as the percentage of positive responses.
Calculating CSAT
CSAT = (Positive Responses / Total Responses) × 100
On a 1-5 scale, responses of 4 and 5 are typically counted as positive. If 80 out of 100 respondents rate 4 or 5, your CSAT is 80%.
Collecting CSAT Data
- Post-call IVR — "Press 1 if satisfied, 2 if not"
- SMS surveys — Text-based rating after interactions
- Email surveys — Detailed feedback requests
- In-app prompts — Rating widgets after chat or email
CSAT vs NPS
CSAT measures satisfaction with a specific interaction. NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend. Both metrics provide valuable but different insights.
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