CSAT (Customer Satisfaction Score)
Customer Satisfaction Score (CSAT) is a key performance indicator that measures how satisfied customers are with a product, service, or specific interaction with a company.
What is CSAT?
Customer Satisfaction Score (CSAT) is a straightforward metric that measures customer satisfaction with a product, service, or interaction. It's typically measured through surveys that ask customers to rate their satisfaction on a scale, often from 1-5 or 1-10. CSAT is one of the most direct ways to gauge how your customers feel about their experience with your SaaS product.
How to Calculate CSAT
CSAT Formula
CSAT (%) = (Number of satisfied customers ÷ Total number of responses) × 100
Typically, responses of 4 and 5 on a 5-point scale are counted as "satisfied" customers.
When to Measure CSAT
Benefits of Tracking CSAT
- • Early Warning System: Identifies issues before they lead to churn
- • Product Improvement: Highlights areas for enhancement
- • Customer Loyalty: Satisfied customers are more likely to remain loyal
- • Competitive Advantage: Higher satisfaction can differentiate your product
- • Revenue Growth: Satisfied customers often spend more and refer others
CSAT vs Other Customer Metrics
CSAT (Customer Satisfaction Score)
Measures satisfaction with specific interactions or features
NPS (Net Promoter Score)
Measures overall loyalty and likelihood to recommend
CES (Customer Effort Score)
Measures ease of using your product or resolving issues
CLV (Customer Lifetime Value)
Measures the total revenue expected from a customer
Best Practices for CSAT Surveys
- • Keep surveys short and focused
- • Ask at the right moment (immediately after interaction)
- • Use consistent rating scales
- • Include open-ended questions for qualitative feedback
- • Segment results by customer type, product, or interaction
- • Close the feedback loop by acting on insights
- • Track trends over time, not just absolute scores
Improving Your CSAT Score
Analyze Feedback Patterns
Look for common themes in customer feedback to identify improvement areas
Enhance Customer Support
Improve response times and quality of support interactions
Optimize User Experience
Make your product more intuitive and easier to use
Set Clear Expectations
Ensure marketing and sales accurately represent your product's capabilities
Ready to Improve Your Customer Satisfaction?
Our SaaS marketing experts can help you implement effective CSAT measurement and improvement strategies.