Customer Satisfaction Score:
CSAT Complete Guide
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, product, or service. It's the fastest way to gauge customer happiness and predict loyalty. Learn how to calculate, benchmark, and improve your CSAT scores.
What is Customer Satisfaction Score (CSAT)?
The essential metric for measuring customer happiness
Immediate Feedback
CSAT captures customer sentiment right after an interaction while the experience is fresh. This gives you the most accurate satisfaction data possible.
Actionable Insights
CSAT scores pinpoint exactly where you're excelling or falling short. Low scores trigger immediate investigation and improvement opportunities.
Revenue Impact
Companies with CSAT scores above 80% see 2.5x higher revenue growth. Satisfied customers spend more and refer others to your business.
How to Calculate CSAT
Simple formula, powerful insights
The CSAT Formula
CSAT = (Number of Satisfied Customers / Total Responses) × 100
"Satisfied customers" are those who rate their experience 4 or 5 on a 5-point scale. This gives you a percentage score from 0-100%.
Calculation Example
You receive 100 survey responses:
- 5 stars (Very Satisfied): 45 responses
- 4 stars (Satisfied): 30 responses
- 3 stars (Neutral): 15 responses
- 2 stars (Dissatisfied): 7 responses
- 1 star (Very Dissatisfied): 3 responses
CSAT = (45 + 30) / 100 × 100 = 75%
CSAT Benchmarks by Industry
How does your score compare?
Top-Performing Industries
Challenging Industries
What is a Good CSAT Score?
How to Improve Your CSAT Score
Proven strategies for higher customer satisfaction
Collect at the Right Time
Send CSAT surveys immediately after interactions when experiences are fresh. Waiting even 24 hours reduces accuracy by 40%.
Keep It Simple
Use 3-click surveys or smiley face ratings. Complex surveys see 70% lower response rates. Simple gets honest feedback.
Close the Loop
Respond to negative feedback within 24 hours. Following up with dissatisfied customers can recover up to 70% of at-risk relationships.
Related Survey Terms
Build a comprehensive feedback strategy
Start Measuring CSAT Today
Capture customer satisfaction in real-time with simple 3-click surveys. Get actionable insights to improve every customer interaction and boost loyalty.