Customer Satisfaction Score (CSAT)
CSAT measures satisfaction with a specific interaction — a support reply, an onboarding step, a feature — usually on a 1–5 scale, asked immediately after the moment it measures. Unlike NPS, it's transactional: good for finding broken moments, bad for measuring loyalty.
Formula
CSAT = satisfied responses (4–5) ÷ total responses × 100
Learn it properly
CSAT vs NPS vs CES for product teamsSV02 · SurveysComing soon