Customer Satisfaction (CSAT)

Overview

Customer Satisfaction (CSAT) surveys measure how satisfied customers are with a specific interaction, product, or service. Unlike NPS which measures overall loyalty, CSAT focuses on immediate satisfaction.

CSAT typically asks customers to rate their satisfaction on a scale (usually 1-5 or 1-7). The CSAT score is the percentage of customers who selected the top 1-2 options (satisfied or very satisfied).

When to Use This Survey

• Immediately after a purchase or transaction
• Following customer support interactions
• After product delivery or service completion
• Post-event or webinar attendance

Key Benefits

• Measures immediate satisfaction with specific touchpoints
• Easy to implement and quick for customers to complete
• Provides actionable feedback for specific improvements
• Higher response rates due to simplicity

Best Practices

• Ask CSAT questions soon after the experience (within 24 hours)
• Be specific about what you're measuring
• Keep surveys short (1-3 questions maximum)
• Use consistent scales across all CSAT surveys