Customer Satisfaction Score
Customer satisfaction score (CSAT) measures satisfaction with a specific experience through a short, single-question survey.
What customer satisfaction score is
Customer satisfaction score, or CSAT, measures how satisfied someone was with a specific experience: one question, “how satisfied were you with X,” answered on a short scale.
The score is usually the share of positive responses, the top one or two scale points, out of all responses.
Why CSAT matters
It’s precise where NPS is general: tied to one order, one delivery, one support ticket, so a bad score points at a specific, fixable thing.
Where stores measure CSAT
- After delivery, on the order experience
- After support conversations
- After returns and exchanges
- At milestones in subscriptions and services
Frequently asked questions
CSAT vs NPS: which should a store run?
Both, for different questions: CSAT grades individual experiences; NPS gauges the overall relationship. CSAT finds the broken step, NPS tells you the mood.
What’s a good CSAT response rate?
Whatever a short, well-timed, one-tap survey earns from your list; long forms and late asks are what crater it. Watch the trend, and treat silence as data too.