Connect to Intercom— Quality —CSAT
Customer Satisfaction Score
— Definition —
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction — typically a support conversation. It is collected by asking customers to rate their experience immediately after a conversation closes. Scores are usually captured on a 1–5 scale (or emoji equivalent) and expressed as the percentage of respondents who gave a positive rating.
— Formula —
CSAT % = (Number of positive ratings ÷ Total ratings received) × 100
"Positive" typically means ratings of 4 or 5 out of 5 (or the top one or two emoji options in Intercom). A score of 100% means every rated conversation received a positive rating.
— Benchmark ranges —
B2B SaaS support, all channels combined
Excellent90%+
Good80–89%
Needs improvement70–79%
At riskBelow 70%
— Calculator —
Calculate your CSAT score
CSAT score84.0%
— Common mistakes —
- 1Treating team-level CSAT as the only signal — agent-level variance is where the coaching opportunities live.
- 2Ignoring response rate — a 95% CSAT with a 5% response rate is not 95% satisfaction across all conversations.
- 3Comparing raw scores across channels — email CSAT and live chat CSAT are rarely comparable due to different interaction types.
- 4Acting only on low scores — high scores are equally useful for identifying what is working and which agents to learn from.