Connect to Intercom— Quality —DSAT
Dissatisfied Customer Score
— Definition —
DSAT (Dissatisfied Customer Score) measures the percentage of support interactions that resulted in a negative customer rating. It is the inverse of CSAT, but tracking it separately matters because dissatisfied customers represent active churn risk — not just a scoring gap. A 1- or 2-star rating after a support interaction is a customer telling you directly that something went wrong.
— Formula —
DSAT % = (Number of negative ratings ÷ Total ratings received) × 100
"Negative" typically means ratings of 1 or 2 out of 5. Note that DSAT % + CSAT % do not add to 100% unless you have no neutral (3-star) ratings — most teams have some in the middle.
— Benchmark ranges —
B2B SaaS support teams
ExcellentBelow 3%
Acceptable3–8%
High risk8%+
— Calculator —
Calculate your DSAT rate
DSAT rate6.0%
— Common mistakes —
- 1Waiting for a weekly or monthly report to review DSAT — these customers are churn risks right now.
- 2Tracking only team-level DSAT — agent-level DSAT reveals coaching needs that team averages hide.
- 3Dismissing low-volume DSAT spikes — even a 3-day spike matters if the customers involved are high-value accounts.
- 4Not following up on DSAT conversations — a fast, personal response to a bad experience can turn a churner into a loyalist.
— Related metrics —
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