What Is CSAT (Customer Satisfaction Score)?
Customer Satisfaction Score measures how satisfied a customer is with a specific interaction, feature, or experience, typically on a 1-5 scale.
CSAT captures satisfaction at specific moments. Unlike NPS, which measures overall loyalty, CSAT is deployed after particular interactions: a support ticket resolution, an onboarding session, a product update, or a QBR. The question is usually "How satisfied were you with [interaction]?" on a 1-5 scale.
CSAT is calculated as the percentage of respondents who selected 4 (Satisfied) or 5 (Very Satisfied). A CSAT of 85% means 85% of respondents were satisfied or very satisfied. B2B SaaS support teams typically target CSAT above 90%.
CSAT in CS Operations
CSAT gives CS teams tactical feedback on specific touchpoints. If QBR CSAT scores are low, the format or content needs adjustment. If onboarding CSAT drops, something in the onboarding process changed. This specificity makes CSAT more actionable than NPS for improving individual programs.
CS teams should deploy CSAT surveys at key moments in the customer journey: post-onboarding, post-QBR, after major support interactions, and after product training sessions. Each survey provides a data point that helps optimize that specific touchpoint.
Limitations of CSAT
CSAT measures satisfaction, not loyalty. A customer can be satisfied with individual interactions but still churn because a competitor offers a better product. CSAT also suffers from recency bias and response bias. Customers who had extreme experiences (very good or very bad) are more likely to respond, skewing the results.
Use CSAT as one input alongside NPS, CES, and behavioral data. No single survey metric tells the full story. Together, they provide a more complete picture of customer sentiment and predict retention more accurately than any metric alone.
Frequently Asked Questions
How do you calculate CSAT?
CSAT = (Number of respondents rating 4 or 5) / (Total respondents) x 100. It measures the percentage of satisfied customers after a specific interaction. Surveys use a 1-5 scale from Very Unsatisfied to Very Satisfied.
What is a good CSAT score?
For B2B SaaS, CSAT above 85% is considered good. Support teams often target 90%+. Scores below 75% indicate a significant satisfaction problem with the measured interaction or experience.
When should you use CSAT vs. NPS?
Use CSAT to measure satisfaction with specific interactions (support, onboarding, QBRs). Use NPS to measure overall loyalty and likelihood to recommend. CSAT is tactical and immediate. NPS is strategic and longitudinal.