What is CSAT (Customer Satisfaction Score)?

Customer Satisfaction Score (CSAT) is a key customer experience metric that measures how satisfied customers are with your product, service, or specific interaction. Unlike NPS which measures loyalty, CSAT focuses on immediate satisfaction.

How CSAT is Calculated

CSAT surveys typically ask: "How satisfied were you with your experience?" Respondents rate on a scale (commonly 1-5):

5 - Very Satisfied: Delighted customers
4 - Satisfied: Happy customers
3 - Neutral: Indifferent customers
2 - Dissatisfied: Unhappy customers
1 - Very Dissatisfied: Very unhappy customers

CSAT is calculated using the "top two boxes" method: CSAT = (Number of Satisfied Customers (4-5) / Total Responses) × 100

2025 CSAT Benchmarks by Industry

Based on Retently's 2025 data:

Consulting: 84% (highest)
Ecommerce & Retail: 82%
Healthcare: 81%
B2B Software & SaaS: 74%
Digital Marketing Agency: 72%
Education: 64%
Internet & Software Services: 50%
Communication & Media: 22%

What Makes a Good CSAT Score?

While benchmarks vary by industry:

80-100%: Excellent - World-class customer satisfaction
70-80%: Good - Above average satisfaction
60-70%: Average - Room for improvement
Below 60%: Poor - Immediate action needed

Why CSAT Matters

Immediate Feedback: Measures satisfaction right after key interactions
Actionable Insights: Easy to identify specific pain points
Benchmarkable: Compare against industry standards
Revenue Impact: 86% of customers will pay more for better experiences

When to Measure CSAT

After Purchase: Post-transaction satisfaction
After Support: Customer service quality
After Onboarding: New customer experience
After Product Updates: Feature satisfaction

How to Improve Your CSAT Score

Act on Feedback: Close the loop with dissatisfied customers
Train Your Team: Invest in customer service excellence
Simplify Processes: Reduce friction at every touchpoint
Personalize Experiences: Treat customers as individuals
Follow Up: Show customers you care about their satisfaction

CSAT vs Other Metrics

CSAT vs NPS: CSAT measures transactional satisfaction, while NPS measures long-term loyalty. Use both for complete insights.

CSAT vs CES: CSAT measures how satisfied customers are, while CES measures how easy it was. Both are complementary metrics.

Start Measuring CSAT Today

Use our free CSAT Calculator above to measure customer satisfaction, compare against 2025 industry benchmarks, and get AI-powered recommendations. With CSV upload support and detailed analytics, you can understand your customers better in minutes.

Customer Satisfaction Score (CSAT) Calculator