1. Customer Service
  2. Satisfaction Metrics

Customer Satisfaction Score (CSAT)


Measures the average satisfaction of customers with a particular experience, usually on a scale from 1 (very unsatisfied) to 5 (very satisfied). CSAT directly reflects customer contentment and is a primary gauge of service quality. It helps pinpoint areas of improvement.


(Number of Satisfied Customers (rating 4 and 5) / Number of Survey Responses) * 100


If out of 100 responses, you received a total score of 420 on a scale of 5, your CSAT would be 84%.