Customer Satisfaction Score (CSAT)
Definition
Customer Satisfaction Score (CSAT) measures how satisfied a customer was with a specific interaction or experience. The standard question is 'How satisfied were you with [interaction]?' on a 1–5 or 1–7 scale. The score is typically calculated as the percentage of respondents who gave a positive answer (4 or 5 on a 1–5 scale). CSAT is most often used at the transaction level — measuring satisfaction with a single support conversation, a specific feature usage, or a specific event in the customer lifecycle. It complements but doesn't replace NPS, which measures longer-term loyalty.
Why it matters
Unlike NPS, which gives a single relationship-level score, CSAT can be tied to specific touchpoints. That makes it useful for diagnosing where customer experience breaks down. A high NPS with low CSAT on support interactions tells you the product is loved but the support is failing — a precise insight that NPS alone wouldn't surface.
How it works
CSAT programs typically involve: (1) triggering a CSAT survey immediately after a defined interaction (support conversation closes, a feature is used, a flow is completed); (2) calculating the score per touchpoint and per segment; (3) routing low-CSAT responses to follow-up flows; (4) using the metric to identify experience gaps that NPS would miss.