CSAT (Customer Satisfaction Score)
A metric measuring how satisfied customers are with a specific interaction, product, or service.
Customer Satisfaction Score (CSAT) is a key performance indicator that measures customer satisfaction with a specific interaction, transaction, or overall experience. Unlike NPS, which measures loyalty and likelihood to recommend, CSAT focuses on immediate satisfaction. It's typically measured with a simple question: 'How satisfied were you with [experience]?' on a scale of 1-5 or 1-10. CSAT surveys are often sent immediately after a support interaction, purchase, or onboarding completion. High CSAT scores (4-5) indicate customers who are good candidates for testimonial requests, while low scores signal opportunities for service recovery.
Frequently Asked Questions
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction or experience ("How satisfied were you with this support call?"), while NPS measures overall loyalty and advocacy ("How likely are you to recommend us?"). CSAT is tactical and event-driven, best used immediately after touchpoints. NPS is strategic and relationship-driven, typically surveyed quarterly or semi-annually. Both are valuable — CSAT identifies service quality issues, while NPS reveals long-term loyalty trends.
When is the best time to send a CSAT survey?
Send CSAT surveys immediately after the interaction you want to measure — within minutes for support tickets, within 24 hours for purchases, and within a few days for onboarding completion. Timing matters because satisfaction perceptions fade quickly and can be influenced by subsequent experiences. Keep surveys short (1-2 questions) to maximize response rates. For testimonial collection, follow up high CSAT scores with a testimonial request within 48 hours while satisfaction is fresh.
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