CSAT (Customer Satisfaction Score) — Customer Satisfaction Score
What is CSAT (Customer Satisfaction Score)?
CSAT (Customer Satisfaction Score) measures how satisfied a customer was with a single specific interaction, typically gathered right after a support call or chat closes via a short survey (“How satisfied were you with this interaction?” on a 1-5 or 1-10 scale). Unlike NPS, which asks about overall loyalty to the brand, CSAT is transaction-level — it tells a contact center how one particular agent, call, or resolution landed with the customer.
More detail
CSAT is usually reported as the percentage of respondents who gave a top-two-box score (e.g. 4 or 5 out of 5), rather than a raw average, which smooths out how differently people use the middle of a rating scale.
Because CSAT is collected immediately after an interaction, response rates and recency make it a faster, more actionable signal for coaching an individual agent than a periodic relationship-level survey.
Frequently asked
- What's the difference between CSAT and NPS?
- CSAT measures satisfaction with one specific interaction, collected right after it ends; NPS measures a customer's overall likelihood to recommend the brand as a whole, collected periodically rather than after every single interaction.
- How is a CSAT score usually calculated?
- Most contact centers report CSAT as the percentage of respondents who gave a top-two-box rating (such as 4 or 5 on a 5-point scale), rather than averaging every raw score, since that better reflects genuinely satisfied customers.
See also
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