Pulseri What is CSAT? The customer satisfaction score
Customer satisfaction score (CSAT) shows the share of customers who said they were satisfied with one moment.
CSAT stands for customer satisfaction score. It asks how satisfied someone was with one thing that just happened, such as a support chat or a first setup. The usual question is "How satisfied were you with your experience?"
How the score works
People answer on a scale from 1 to 5. A 4 or 5 is satisfied, a 3 is neutral, and a 1 or 2 is dissatisfied. CSAT is the share of answers that are a 4 or a 5. If 80 of 100 people pick a 4 or 5, your CSAT is 80 percent.
When to use it
Send CSAT right after the moment you want to measure, such as a closed support ticket. That makes it an event survey. Set a daily limit so one customer does not get three surveys in a day.
CSAT, NPS and CES
NPS asks about the whole relationship. CES asks how easy a task was. CSAT asks how a single moment went. See NPS, CSAT and CES compared.
Keep reading
Related terms
NPS
How likely customers are to recommend you, from -100 to 100.
CES
How easy it was for a customer to finish a task, on a scale from 1 to 7.
Event survey
A survey sent when something happens, such as a closed ticket.
ESAT
The share of your team who said they were satisfied with one thing.
Ask these questions at the right moment
Pulseri sends NPS, CSAT and CES surveys to customers and eNPS and ESAT surveys to your team, and alerts you when a score is low.
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