In 30 seconds
- Usually asks for a rating on a 1 to 5 scale.
- CSAT = percentage of satisfied responses (4 or 5).
- Good for specific moments; pair with other metrics.
How it's calculated
Ask "How satisfied were you with…?" on a 1 to 5 scale. CSAT = (4 and 5 responses / all responses) x 100.
CSAT vs NPS
| CSAT | NPS | |
|---|---|---|
| Measures | Satisfaction with a moment | Overall loyalty |
| Scale | 1 to 5 | 0 to 10 |
| Best for | Features, support, onboarding | Relationship over time |
Acting on results
- Read the comments, not just the score
- Follow up with unhappy customers
- Feed themes into the Product Backlog
- Track trends after releases
Myth vs reality
Myth · A high CSAT means customers will stay.
Reality · Satisfaction doesn't guarantee loyalty.
Myth · Ask everyone everything.
Reality · Survey fatigue lowers response quality.
Myth · The score is the insight.
Reality · The comments explain the score.
FAQ
When should we ask?
Right after the experience you want to measure.
What's a good CSAT?
It varies by industry; track your own trend.
How many responses do we need?
Enough to see a trend; dozens at least.