CSAT (Customer Satisfaction Score) is a metric used to measure customer satisfaction with a product, service, or interaction. It is typically calculated based on customer feedback collected through surveys, where customers rate their satisfaction on a scale (e.g., 1-5, 1-7, or 1-10).

How CSAT Is Measured:

A common CSAT survey question is:

"How satisfied were you with your experience?"

Customers choose a rating, often using a scale like:

• 1-5 Scale: (1 = Very Unsatisfied, 5 = Very Satisfied)
• 1-7 or 1-10 Scale: (1 = Not at all satisfied, 10 = Extremely satisfied)

The CSAT Score is calculated as:

$$ CSAT\ Score = \left( \frac{\text{Number of Satisfied Customers}}{\text{Total Survey Responses}} \right) \times 100 $$

For example, if 80 out of 100 customers rate their experience as 4 or 5, the CSAT score would be 80%.

Why CSAT Matters:

• Quick insight into customer happiness.
• Identifies areas for improvement in service or product.
• Used in customer support & UX to evaluate experiences.
• Easy to track over time to measure trends.

However, CSAT only measures short-term satisfaction, unlike NPS (Net Promoter Score), which tracks long-term customer loyalty.