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CSAT

Last updated 2026-05-01

Definition

CSAT (customer satisfaction) is a metric that measures how satisfied customers are with a specific interaction, product, or service. It is typically collected via a one-question survey ("How would you rate this conversation?") and reported as the percentage of positive responses.

How to calculate CSAT

CSAT = (positive responses / total responses) × 100. "Positive" usually means a 4 or 5 on a 5-point scale, or "good" on a good/bad scale. Teams typically survey after a conversation closes.

CSAT vs NPS vs CES

CSAT measures satisfaction with one interaction. NPS measures overall loyalty (likelihood to recommend the company). CES measures effort (how easy was it to get the issue resolved). All three are useful; CSAT is the easiest to act on for support teams.

CSAT benchmarks

For B2B SaaS support, 90%+ is best-in-class, 80-90% is good. For ecommerce, 85%+ is good. Response rates of 20-30% on post-conversation surveys are typical.

Frequently asked questions

What is CSAT?

CSAT (customer satisfaction) is a metric that measures how satisfied customers are with a specific interaction or product, typically collected via a short post-conversation survey.

How is CSAT calculated?

Divide positive responses (4-5 on a 5-point scale) by total responses, then multiply by 100.

What is a good CSAT score?

For B2B SaaS support, 90%+ is best-in-class. For ecommerce, 85%+ is good. The right target depends on industry and channel mix.

What is the difference between CSAT and NPS?

CSAT measures satisfaction with one interaction. NPS measures overall loyalty toward a company. Both are useful but answer different questions.

Related terms

First response timeSLA

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