Customer Metrics

Customer Satisfaction Score (CSAT)

A transactional survey metric measuring how satisfied a customer was with a specific interaction or experience.

CSAT captures point-in-time satisfaction immediately after a specific event — a support ticket resolved, a feature shipped, an onboarding call completed. Customers are typically asked to rate their satisfaction on a 1–5 or 1–10 scale, and CSAT is expressed as the percentage of respondents who gave a positive rating. Unlike NPS, which measures overall loyalty, CSAT measures the quality of individual touchpoints. It is most useful for support teams who need fast feedback on ticket resolution quality, and for product teams measuring feature launches. CSAT tends to fluctuate more than NPS and should be interpreted in context of what interaction triggered it. A high CSAT on support interactions while NPS is low often means the team is good at fixing problems but the product itself is causing too many of them.