Glossary

What is CSAT (Customer Satisfaction Score)?

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied a customer is with a specific interaction, product, or service. It is typically measured by asking 'How satisfied were you?' on a scale of 1–5.

CSAT is calculated as the percentage of respondents who gave a 4 or 5 rating. It is best collected immediately after an interaction while the experience is fresh. CSAT benchmarks vary by industry — SaaS averages around 78%, while e-commerce averages around 80%.

InboxCentral auto-triggers CSAT surveys at conversation resolution across all channels, with customisable questions, branding, and real-time analytics.

Related InboxCentral feature

CSAT Surveys

Related terms

CES (Customer Effort Score)

A metric measuring how easy it was for a customer to resolve an issue.

NPS (Net Promoter Score)

A metric measuring customer loyalty based on likelihood to recommend.

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