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CX & Support Metrics

Customer Satisfaction Score (CSAT)

Definition

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific interaction or experience, usually from a short post-contact survey.

Also known as: CSATcustomer satisfaction

How to calculate it

CSAT is typically the percentage of positive responses to a question like "How satisfied were you?" on a 1–5 scale. The formula: (number of satisfied responses, usually 4s and 5s) ÷ (total responses) × 100.

It's measured per interaction, which makes it a fast, granular read on quality — unlike NPS, which measures overall loyalty to the brand.

Why it matters

CSAT is the closest thing support has to a real-time quality gauge. When you introduce automation, watching CSAT stay flat (or rise) while deflection climbs is the signal that automation is genuinely helping rather than just pushing customers away.

Frequently asked

What is a good CSAT score?

Benchmarks vary by industry, but many support teams aim for 90%+ positive responses. What matters most is the trend and how it holds as you scale or automate.

What is the difference between CSAT and NPS?

CSAT measures satisfaction with a specific interaction; NPS (Net Promoter Score) measures overall willingness to recommend the brand. They answer different questions.

Related terms

Ticket Deflection

Ticket deflection is the share of customer questions resolved through self-service or automation before they ever become a human-handled support ticket..

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others, on a 0–10 scale..

First Response Time (FRT)

First Response Time (FRT) is the average time between when a customer submits a support request and when they receive the first human or meaningful reply..

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