What Is CSAT (Customer Satisfaction Score)?
CSAT (customer satisfaction score) measures how happy customers are with a product or interaction. Learn the CSAT formula and how to improve your score.
CSAT, or customer satisfaction score, is a metric that measures how satisfied customers are with a specific product, service, or interaction. It is collected by asking a simple question — usually "How satisfied were you with this experience?" — on a rating scale, then expressing the positive responses as a percentage.
How to calculate your CSAT score
The CSAT formula is straightforward. Take the number of satisfied customers (typically those who rated 4 or 5 on a 5-point scale), divide by the total number of responses, and multiply by 100:
For example, if 90 out of 100 customers rate their experience a 4 or 5, your CSAT score is 90%. Most teams survey right after an interaction — a support chat, a phone call, or a purchase — so the feedback reflects that specific moment.
What is a good CSAT score?
CSAT varies by industry, but a score in the 75–85% range is generally considered good, and 90%+ is excellent. What matters most is your own trend over time and how you compare within your industry. A steady climb quarter over quarter is a stronger signal than any single number.
CSAT vs NPS vs CES
CSAT is one of three common experience metrics. CSAT measures satisfaction with a specific interaction. NPS (Net Promoter Score) measures overall loyalty by asking how likely someone is to recommend you. CES (Customer Effort Score) measures how easy it was to get something done. They answer different questions, and many teams track all three — CSAT for individual interactions, NPS for the relationship, CES for friction.
How to improve your CSAT score
Resolve issues on the first contact — first-contact resolution is one of the strongest drivers of satisfaction.
Reduce hold times and wait times through proper staffing and coverage.
Use dedicated, well-trained agents who know your product, rather than a rotating shared pool.
Act on the feedback — close the loop with customers who rate you poorly and fix the root causes.
This is where the quality of your support team shows up directly. Dedicated agents trained on your product, with the coverage to keep wait times low, consistently post higher CSAT. World Connection's programs, for instance, run at 95% CSAT across our client base.
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