Customer Satisfaction (CSAT)
Also known as: CSAT, Customer Satisfaction Score, Satisfaction Rating
Customer Satisfaction (CSAT) is a metric that measures how satisfied customers are with a specific support interaction, product, or service. It’s typically collected via a simple survey immediately after a support interaction.
Why CSAT Matters
CSAT is valuable because it:
- Captures immediate feedback — Reflects the customer’s experience in the moment
- Enables quick action — Identify and address issues promptly
- Tracks agent performance — Measure individual and team quality
- Predicts retention — Satisfied customers are more likely to stay
How to Measure CSAT
The standard approach:
- Survey prompt: “How satisfied were you with your support experience?”
- Rating scale: 1-5, 1-7, or 1-10 (5-point is most common)
- Calculation: Percentage of positive responses
CSAT Score = (Positive Responses / Total Responses) × 100
“Positive” typically means the top 1-2 ratings on the scale (e.g., 4-5 on a 5-point scale).
CSAT Benchmarks
| CSAT Score | Assessment |
|---|---|
| > 90% | Excellent |
| 80-90% | Good |
| 70-80% | Average |
| < 70% | Needs improvement |
Industry averages vary. Software/tech typically sees 75-85%.
CSAT vs. NPS vs. CES
| Metric | Measures | Timeframe |
|---|---|---|
| CSAT | Satisfaction with interaction | Immediate |
| NPS | Loyalty and advocacy | Relationship |
| CES | Ease of resolution | Interaction |
CSAT captures momentary satisfaction; NPS measures broader loyalty.
Improving CSAT
Strategies to boost satisfaction scores:
- Fast response times — Speed correlates with satisfaction
- First contact resolution — Solve issues on the first try
- Empathy and communication — Make customers feel heard
- Empower agents — Enable them to resolve issues fully
- Follow up on negative feedback — Show you care about improvement
Limitations of CSAT
Be aware of:
- Response bias — Only motivated customers respond
- Survey fatigue — Too many surveys reduce response rates
- Point-in-time view — Doesn’t capture relationship health
- Cultural differences — Rating interpretations vary
CSAT in TicketBoard
While TicketBoard focuses on operational metrics from Zendesk, the metrics it tracks (FRT, resolution time, reopen rate) are proven drivers of CSAT. Improving these metrics typically leads to higher satisfaction scores.