CSAT

Customer Satisfaction Score (CSAT) provides immediate feedback on specific interactions or product experiences. The metric typically uses a 1-5 scale, asking customers to rate their satisfaction with a particular experience, feature, or interaction. This granular approach allows teams to pinpoint satisfaction levels for different aspects of their product.

CSAT calculations convert responses into percentages, focusing on the proportion of satisfied customers (those who select 4 or 5 on the scale). This straightforward calculation makes CSAT particularly effective for tracking satisfaction trends over time and comparing performance across different product areas or service touchpoints.

High-performing organizations often maintain CSAT scores of 70-80% or above, though this varies by industry and context.^[1] CSAT proves most valuable when measuring satisfaction with specific features or recent changes, making it an essential tool for product iteration and improvement cycles.