QualityCSAT
Customer Satisfaction Score
Definition
What is Customer Satisfaction Score (CSAT)?
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, usually 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
How is CSAT calculated?
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
What is a good CSAT?
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
What are the most common CSAT 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.
Further reading