Customer satisfaction score (CSAT)
CSAT is the customer satisfaction score that measures, with a short survey, how satisfied a customer was with a specific interaction or service.
The customer satisfaction score (CSAT) is calculated from answers to a single question asked right after an interaction, such as "How satisfied were you with this call?". The scale is usually 1–5 or 1–10. The common calculation is the share of positive answers (for example 4 and 5 on a five-point scale) out of all answers; some teams use the average score instead. The report should state which method is used, because the two results can't be compared.
How it works
The survey is offered at the end of a phone call by keypad or voice, through a link sent by SMS or email, or at the end of a chat in written channels. Short surveys asked straight away get more answers. Adding an open "Why?" question next to the score helps you see the problem behind the number. If you plan to send the survey as a separate outbound call or message, consider consent rules too; see İYS for Turkey.
Why it matters
CSAT is based on what the customer actually says, which is why it is also used to check estimates such as sentiment analysis. It only reflects those who respond, though, and very happy or very unhappy customers answer more often. Read CSAT together with first contact resolution, abandonment rate and repeat-call rate. Two complementary measures are common as well: NPS, which asks how likely the customer is to recommend you, and CES, which asks how much effort it took to get things done.