Metrics 4 min read · · Last updated:
By Mark Ashworth · Founder, ChurnTools

What Is CSAT (Customer Satisfaction Score)?

CSAT measures satisfaction with a specific product, feature, or interaction. It answers "did that just work for you?" better than any other metric. Here is how it works, when to use it over NPS, and what good looks like.

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CSAT measures satisfaction with a specific product, feature, or interaction. It answers "did that just work for you?" better than any other metric.

The question

"How satisfied were you with [specific thing]?"

Answered on a 1-5 or 1-7 scale. Common scales:

  • 1-5: Very Dissatisfied, Dissatisfied, Neutral, Satisfied, Very Satisfied
  • 1-7: More granular version
  • Some teams use 1-10 (aligns with NPS)

The formula

CSAT = %Satisfied Responses out of Total Responses × 100

On a 1-5 scale, "satisfied" typically means 4 or 5. Some methodologies use only the top response (5 out of 5).

Example: 100 responses. 80 answered 4 or 5. CSAT = 80%.

What good looks like

Benchmarks depend on what you are measuring:

  • Support ticket CSAT: 80%+ is best-in-class, 70-80% is good
  • Product feature CSAT: 60-75% is normal, 75%+ is strong
  • Onboarding CSAT: 70-85% is typical

Product-level CSAT tends to be lower than support CSAT because product satisfaction requires the product to work perfectly, while support satisfaction requires the interaction to feel helpful.

When to use CSAT over NPS

Use CSAT for specific moments:

  • After a support ticket resolves
  • After a feature is used (in-app survey)
  • After onboarding step completes
  • After billing interaction
  • After a new feature release

Use NPS for overall sentiment. CSAT tells you what worked or did not on a specific touchpoint. NPS tells you how customers feel overall.

Common mistakes with CSAT

1. Averaging scores instead of taking percentage satisfied

An average of 4.2 out of 5 sounds good but hides polarization. 50% of respondents scoring 5 and 50% scoring 3.4 has the same average as everyone scoring 4.2, but the customer experience is very different.

2. Only surveying satisfied users

If you only send CSAT surveys to customers who completed something successfully, your CSAT is artificially high. Survey after all interactions, not just successful ones.

3. Not correlating CSAT to downstream behavior

CSAT is only useful if you can act on it. Correlate CSAT scores to churn, expansion, and support ticket volume. Low CSAT should predict problems. If it does not, your survey is not measuring what you think.

CSAT vs NPS vs CES

Three different metrics for different questions:

  • NPS: Would you recommend us?
  • CSAT: Are you satisfied with [specific thing]?
  • CES: How easy was it to accomplish [specific task]?

See NPS vs CSAT vs CES for how to pick which one for each situation.

To score your setup for detecting satisfaction issues before they turn into churn, take the 60-second Churn Health Check.

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Frequently asked questions

Answers to the questions I get most often about this topic.

What is Customer Satisfaction Score (CSAT)?
CSAT is a survey that asks customers to rate their satisfaction with a specific product, feature, or interaction, usually on a 1-5 or 1-7 scale. Responses of 4-5 (on a 1-5 scale) or 5-7 (on a 1-7 scale) are considered "satisfied." CSAT = %Satisfied Responses out of total responses.

What is a good CSAT score?
Above 80% is excellent for SaaS support interactions. 70-80% is good. Below 70% signals significant satisfaction issues. Product-level CSAT tends to be lower than support CSAT because product satisfaction is harder to score high on. Benchmark against your own historical CSAT trend, not universal targets.

When should you use CSAT instead of NPS?
Use CSAT when you want to measure a specific interaction or feature: after a support ticket resolves, after a feature is used, after an onboarding step completes. Use NPS for overall product sentiment. CSAT tells you what worked or did not; NPS tells you how customers feel overall.

How do you calculate CSAT?
CSAT = (Number of Satisfied Responses / Total Responses) × 100. On a 1-5 scale, "satisfied" is typically 4 or 5. On a 1-7 scale, it is typically 5, 6, or 7. Some methodologies use only the top 1-2 responses. Whichever cutoff you pick, stay consistent so trends are meaningful.
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MA

Written by Mark Ashworth

Founder of ChurnTools. I spend my time studying how SaaS companies lose customers and building tools to help them stop. Previously worked in SaaS growth and retention across multiple B2B products. I also write about growth and answer-engine optimization (AEO) at growthpigeon.com.

@growth_pigeon growthpigeon.com LinkedIn
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