What Is CSAT and How to Calculate It

CSAT is a satisfaction measure tied to one specific experience, such as support, a purchase, or delivery. People give a score, and the calculation shows the share of responses considered satisfied.

Explore more concepts in the feedback and survey glossary.

Definition

CSAT stands for Customer Satisfaction Score. The question should name what is being evaluated, for example: “From 1 to 5, how satisfied were you with this support interaction?”

Because CSAT focuses on one interaction, it works best when the invite arrives after that experience and keeps the context visible.

How to calculate CSAT

First define which options count as satisfied. On a 1-to-5 scale, you might count scores 4 and 5, as long as you keep that rule for future comparisons.

CSAT (%) = satisfied responses ÷ total valid responses × 100

Record the scale, threshold, and send moment with the result. Without that context, future comparisons can combine different measurements.

Example

Illustrative example: a survey receives 50 valid responses, 38 of them with a score of 4 or 5.

CSAT = 38 ÷ 50 × 100 = 76%

The result summarizes this send. Comments help explain what led to the scores.

When to use CSAT

Use CSAT after a bounded experience: a support conversation, an order delivery, or the completion of a step. If the goal is to understand the broader relationship with the brand, another survey may be a better fit.

Avoid asking before people have enough context to evaluate what happened.

How to write the question

Name one experience and keep the wording neutral. “How would you rate this support interaction?” is clearer than combining support, product, and price in one question.

Add an open field such as “What was the main reason for your score?”. The CSAT survey template pairs the score with useful context.

Compare with your own history

Compare surveys with the same question, scale, audience, channel, and timing. Changing any of these can affect who answers and how they score the experience.

Look at the score distribution and comments, not only the final percentage. Track the response rate too, so you can account for differences between respondents and non-respondents.

CSAT and NPS

CSAT measures satisfaction with a specific experience. NPS asks about recommendation, while CES measures effort on a task. All three can coexist when each has a clear job. Use the NPS, CSAT, and CES comparison to choose.

For a survey after a support conversation, see the customer service survey questions.