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Customer Satisfaction Score (CSAT)

30 April, 2024 1 min read

What is Customer Satisfaction Score (CSAT)?

CSAT, or Customer Satisfaction Score, is a metric used to gauge how satisfied customers are with a product, service, or interaction with a company.

It often involves asking customers to rate their satisfaction on a scale, typically ranging from 1 to 5 or 1 to 10, with higher scores indicating greater satisfaction.

How to calculate Customer Satisfaction Score (CSAT)?

CSAT Score =   No. of satisfied customers (those rating you 4 and 5) / Total no. of responses X 100

An example of Customer Satisfaction Score (CSAT):

  • A company sends a survey asking customers to rate their experience with technical support on a scale of 1-5.
  • Responses: 4, 3, 5, 4, 2
  • CSAT Score = (4 + 3 + 5 + 4 + 2) / 5 * 100 = 3.6

Insights about Customer Satisfaction Score (CSAT)

CSAT provides a quantitative measure of satisfaction for specific interactions, helping companies:

  • Understand customer needs.
  • Identify areas for improvement.
  • Track progress over time.


Sonali Chaudhary

Sonali is a social media enthusiast and creative content writer with 3+ years of experience. With a passion for storytelling, Sonali delivers content that inspires, informs, and captivate readers.

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