What Is CSAT?
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, product or service, usually via a short “how satisfied were you?” survey. It's expressed as the percentage of positive responses and is best suited to measuring satisfaction at specific touchpoints.
Key takeaways
- CSAT = % of respondents who rate satisfaction positively (e.g. 4–5 of 5).
- It's transactional — best tied to a specific interaction or touchpoint.
- Pair it with NPS (loyalty) and CES (effort) for a fuller picture.
How CSAT is calculated
CSAT = (Positive Responses ÷ Total Responses) × 100
CSAT vs NPS vs CES
CSAT captures satisfaction with a moment; NPS captures overall loyalty; CES captures how hard the customer had to work. They answer different questions — strong CS teams track all three at the right points in the journey.
Frequently asked questions
What is CSAT?
A metric measuring how satisfied customers are with a specific interaction, product or service, shown as the percentage of positive responses.
How is CSAT calculated?
Divide the number of positive responses (e.g. 4s and 5s on a 5-point scale) by total responses, then multiply by 100.
What's the difference between CSAT and NPS?
CSAT measures satisfaction with a specific touchpoint; NPS measures overall loyalty and likelihood to recommend.
Related service: Measure CSAT in HubSpot