CSAT (Customer Satisfaction Score)
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction, product, or experience. It is typically measured by asking customers to rate their experience on a scale (1-5 or 1-10) immediately after an interaction.
How it works
CSAT is calculated as:
CSAT = (Number of satisfied responses / Total responses) x 100
Typically, responses of 4-5 (on a 5-point scale) are counted as "satisfied." A CSAT score of 80% means 80% of respondents rated their experience 4 or 5 out of 5.
CSAT is measured at the individual interaction level, making it different from NPS (which measures overall brand loyalty) or CES (which measures effort). It is the most common metric for evaluating customer support quality.
Why it matters
How Chatsy uses csat (customer satisfaction score)
Real-world examples
Key takeaways
Frequently asked questions
What is a good CSAT score?
A CSAT score above 80% is generally considered good. Best-in-class support teams achieve 90%+. For AI chatbots, aim for CSAT parity with human agents (typically 80-85%) as a baseline.
How is CSAT different from NPS?
CSAT measures satisfaction with a specific interaction (transactional). NPS measures overall brand loyalty and likelihood to recommend (relational). Both are useful — CSAT for support quality, NPS for overall customer relationship health.
How often should I measure CSAT?
Measure after every support interaction for the most accurate data. Keep the survey short — a single 1-5 rating question with an optional comment field achieves the highest response rates (typically 20-30% for chat, 5-10% for email).
Can AI chatbots achieve the same CSAT as human agents?
Yes, for common questions. Studies show AI chatbots achieve 80-90% CSAT on straightforward queries (FAQs, order status, policy questions) — matching or exceeding human agents. CSAT drops for complex or emotional issues, which is why human handoff remains essential.