CSAT (Customer Satisfaction Score)
A metric measuring customer satisfaction with a specific interaction, product, or service.
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Definition
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, feature, or overall experience. Unlike NPS (which measures overall loyalty), CSAT targets specific touchpoints.
CSAT is typically measured on a 1-5 or 1-7 scale, asked immediately after an interaction (support ticket, purchase, onboarding). The score is calculated as the percentage of responses that are "satisfied" (typically 4-5 on a 5-point scale).
CSAT excels at pinpointing specific areas of satisfaction or dissatisfaction. By measuring CSAT at different touchpoints (onboarding, support, billing, feature usage), you can identify exactly where the experience needs improvement.
Why It Matters for Founders
CSAT provides actionable, specific feedback that NPS cannot. While NPS tells you overall sentiment, CSAT tells you exactly which interactions are delighting or frustrating customers. This specificity enables targeted improvements.
For startups, CSAT is particularly useful for monitoring customer support quality, onboarding effectiveness, and new feature reception. Real-time CSAT data allows immediate intervention when satisfaction drops.
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Formula
CSAT = (Satisfied responses / Total responses) × 100%Real-World Example
After a support interaction, 80 out of 100 customers rate their experience 4 or 5 (out of 5). CSAT = 80%. Industry average for SaaS support is 78%.
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Frequently Asked Questions
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