What is Customer Satisfaction Score (CSAT)?

CSAT measures how happy customers are with a product, service, or support interaction. It’s based on survey responses, usually asking customers to rate their experience from 1 to 5.

The score is the percentage of people who give a high rating (like 4 or 5), showing how well a company is meeting customer expectations.

How Is CSAT Measured and Calculated?

CSAT is measured by asking customers to rate their satisfaction, usually on a 1 to 5 scale, where 1 means very unsatisfied and 5 means very satisfied.

The CSAT calculation focuses on the proportion of customers who respond with the highest satisfaction levels, usually ratings of 4 or 5 on a 5-point scale. To calculate the CSAT score, the number of satisfied customers (those who gave a 4 or 5) is divided by the total number of survey responses, then multiplied by 100 to express it as a percentage:

CSAT = (Number of satisfied customers (4 or 5)Total number of responses) 100

For example, if 150 out of 200 respondents rate their satisfaction as 4 or 5, the CSAT score would be 75%, indicating that 75% of customers are satisfied. The CSAT score can also be calculated by averaging all numeric scores when a more granular average is preferred.

Typical Examples of CSAT Survey Questions

CSAT surveys usually ask customers to rate their satisfaction with a product, service, or overall experience. Common questions include:

• How satisfied are you with our product or service?
• How would you rate your overall experience?
• How likely are you to recommend us?
• Did our service meet your expectations?
• What can we do better?

To learn about key metrics to track for improving CSAT scores, see our article “3 Key Metrics QA Managers Should Track to Improve CSAT Scores.”