CSAT (Customer Satisfaction Score)
3 min read
Definition
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction, product, or service. It is typically captured through a single-question survey asking respondents to rate their satisfaction on a scale (usually 1-5 or 1-7).
How It Works
“How satisfied were you with [experience]?”
1
Very Unsatisfied2
Unsatisfied3
Neutral4
Satisfied5
Very SatisfiedCSAT surveys are usually sent immediately after an interaction: a support ticket closure, a purchase, an onboarding step, or a feature usage.
How to Calculate CSAT
CSAT = (Satisfied Responses / Total Responses) x 100
Example
200 people respond. 150 rate 4 or 5 (satisfied). CSAT = (150 / 200) x 100 = 75%.
Industry benchmark: 75-85% is considered good for most industries.
Why It Matters for Forms and Surveys
- Quick pulse check: CSAT is fast to collect and easy for respondents to answer.
- Actionable at touchpoint level: unlike NPS which measures overall loyalty, CSAT pinpoints specific interaction quality.
- High response rates: single-question surveys get much higher completion than long forms.
- Easy to trend: track CSAT over time to spot improvements or regressions.
WittyForm offers ready-made survey templates with CSAT scales built in.