What is CSAT?
CSAT (Customer Satisfaction Score) is a support metric that measures how happy a customer is with a specific interaction, transaction, or experience. It's one of the most direct ways to gauge the quality of your support — collected through a simple post-conversation survey that asks customers to rate their satisfaction, typically on a scale of 1 to 5.
Quick answer
CSAT tells you if your customers are happy after a support interaction. A single question — "How satisfied were you with this conversation?" — gives you a clear, trackable score that reflects the quality of your team's responses inside an AI shared inbox.
How CSAT works
- Send the survey — After a ticket is resolved, the customer receives a short email or in-app survey asking them to rate their satisfaction.
- Collect ratings — Customers select a rating (usually 1–5 stars or faces). Only the top two ratings (4 and 5) count as "satisfied."
- Calculate the score — Divide satisfied responses by total responses and multiply by 100 to get your CSAT percentage.
- Act on feedback — Low scores trigger follow-up workflows. Aggregate trends reveal training needs, process gaps, or product issues affecting customer happiness.
CSAT vs. NPS
| Factor | CSAT | NPS |
|---|---|---|
| Focus | Specific interaction or transaction | Overall brand loyalty |
| Question | 'How satisfied were you?' | 'How likely are you to recommend us?' |
| Scale | 1–5 (top two = satisfied) | 0–10 (promoters minus detractors) |
| Timing | Immediately after resolution | Periodic (monthly/quarterly) |
| Actionability | High — pinpoints agent or issue quality | Medium — signals long-term sentiment |
| Best for | Measuring support team performance | Tracking brand health over time |
Frequently asked questions
What is CSAT?
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied a customer is with a specific interaction, transaction, or support experience. It's typically collected through a short survey asking customers to rate their satisfaction on a scale, most commonly 1 to 5.
How is it calculated?
CSAT is calculated by dividing the number of satisfied customers (those who rated 4 or 5 on a 5-point scale) by the total number of respondents, then multiplying by 100. For example, if 80 out of 100 respondents gave a 4 or 5, your CSAT is 80%.
What's a good CSAT score?
A good CSAT score typically falls between 75% and 85%. Scores above 85% are considered excellent, while anything below 70% signals that significant improvements are needed in your support process, response times, or agent training.
How to improve it?
Improve CSAT by reducing response times, personalizing interactions, resolving issues on first contact, and following up on negative feedback. AI tools like auto-triage and canned responses help agents respond faster and more consistently — directly boosting satisfaction scores.
Related terms
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