CSAT

CSAT (Customer Satisfaction Score) measures how satisfied a customer was with a specific interaction — a support resolution, a purchase, a product feature, or an onboarding session. Respondents rate satisfaction typically on a 1–5 scale. Your CSAT score is the percentage of respondents who gave a positive rating (4 or 5 out of 5).

CSAT % = (Satisfied responses ÷ Total responses) × 100

When to use it

Use CSAT when:

• you want to measure satisfaction with a specific, recent interaction rather than overall loyalty
• you are running a post-support, post-purchase, or post-onboarding survey
• you need a transactional metric you can track per touchpoint

How to configure it

Open the question in the builder and expand Settings:

• Scale style — numeric (1–5), emoji faces, or star icons.
• Scale range — 1–3, 1–5, or 1–7 depending on the precision you need.
• Low label — label for the lowest score, e.g. "Very dissatisfied".
• High label — label for the highest score, e.g. "Very satisfied".
• Required — force a selection before the respondent can continue.

Tips

Tip — Send CSAT surveys within 24 hours of the interaction. Satisfaction scores decay as memory fades — a support ticket resolved today will score differently if you ask about it a week later.

Tip — CSAT and NPS measure different things. CSAT is transactional (this interaction), NPS is relational (overall loyalty). Run them both — a customer can be satisfied with a single interaction but still unlikely to recommend you overall.