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Glossary
— 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.
— Related metrics —
DSATIQSNPS

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