In short
CSAT (Customer Satisfaction Score) measures how satisfied customers are with a specific experience. Ask "how satisfied were you?" on a short scale, then calculate: CSAT = (satisfied responses ÷ total responses) × 100. It's expressed as a percentage from 0 to 100. This guide covers what CSAT is, the formula with an example, what counts as good, how to run a CSAT survey, and how to improve it.
What is a CSAT score?
CSAT — Customer Satisfaction Score — is the most direct way to measure how happy customers are with a particular interaction, product, or touchpoint. You ask a simple question ("How satisfied were you with…?") on a short scale — often a 1–5 rating or a smiley face scale — and turn the responses into a single percentage. Because it's tied to a specific moment, CSAT is the natural fit for real-time, in-location feedback.
What does CSAT stand for?
CSAT stands for Customer Satisfaction (or Customer Satisfaction Score/Rating). It's used across customer service, retail, healthcare, and hospitality as the standard short-term satisfaction measure.
How to calculate a CSAT score
Count the "satisfied" responses (usually the top two options — e.g. the two happy faces, or 4 and 5 on a 1–5 scale), divide by the total number of responses, and multiply by 100:
CSAT = (satisfied responses ÷ total responses) × 100
A worked example
If 850 of 1,000 respondents chose one of the top two satisfaction options, your CSAT score is (850 ÷ 1,000) × 100 = 85%.
What is a good CSAT score?
CSAT scores tend to run higher than people expect — many industries average around 75–85%. As always, the most useful benchmark is your own trend and a comparable organisation rather than a universal figure. A CSAT broken down by location, team, and theme tells you far more than a single company-wide number.
CSAT in customer service and call centres
CSAT is the default metric for support: it's asked right after a ticket, chat, or call is resolved ("How satisfied were you with the support you received?"). Measured this way, it's a fast read on agent performance and process quality — and, captured in the moment, it flags a bad experience while you can still follow up.
How to run a CSAT survey
- Ask at the right moment — immediately after the experience you want to measure, while it's fresh.
- Keep it to one question plus an optional "why?" — short surveys get far higher response rates.
- Use an accessible scale — a smiley face scale removes friction and lifts volume (see the smiley face rating scale guide).
- Capture the reason so you know what's driving the score.
- Segment and act by location and team, with a named owner on the fixes.
How to improve your CSAT
- Close the loop fast on low scores — following up recovers customers and lifts the average.
- Fix the root cause behind recurring low scores, using theme analysis on the comments.
- Reduce effort — make it easier to get help or complete the task.
- Capture CSAT in the moment so you act on the same day, not next quarter.
CSAT vs the customer satisfaction score scale
"CSAT score" and "customer satisfaction score" mean the same thing — a measure of satisfaction with an experience. What varies is the scale behind it: a 2–5 point smiley scale, a 1–5 numeric scale, or a 1–10 scale. The smiley scale is the most accessible and drives the highest response volumes.
CSAT vs NPS vs CES
CSAT measures a moment; NPS measures the overall relationship; CES measures effort. See how to choose in CSAT vs NPS vs CES and the full picture in customer satisfaction metrics.
How to measure CSAT in real time
CSAT loses its value when it arrives late. Capturing it in the moment — a smiley tap at the exit, a QR survey on a receipt — gives you high response volumes and lets you act the same day. More on real-time smiley feedback.
Questions
Frequently asked
What is a CSAT score?
A CSAT (Customer Satisfaction Score) measures how satisfied customers are with a specific experience. You ask 'how satisfied were you?' on a short scale and calculate the percentage of satisfied responses, expressed from 0 to 100.
How do you calculate a CSAT score?
CSAT = (satisfied responses ÷ total responses) × 100. Count the top satisfaction responses (e.g. the two happy faces or 4–5 on a 1–5 scale), divide by total responses, and multiply by 100. For example, 850 satisfied out of 1,000 = 85%.
What does CSAT stand for?
CSAT stands for Customer Satisfaction (Score). It's the standard short-term measure of how happy customers are with a specific interaction, product, or touchpoint.
What is a good CSAT score?
Many industries average around 75–85%, but it varies, so compare against your own trend and a similar organisation. A CSAT broken down by location and team is far more useful than a single overall number.
How can I improve my CSAT score?
Close the loop quickly on low scores, fix the root cause behind recurring issues using theme analysis, reduce customer effort, and capture CSAT in the moment so you can act the same day.
Capture CSAT in the moment
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