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Sentiment
Customer Satisfaction Score (CSAT)
Also known as: Customer Satisfaction
A measure of customer satisfaction with a specific interaction, process, or experience, typically on a 1–5 or 1–7 scale.
Formula
(Number of satisfied responses [4-5 on a 5-point scale] / Total responses) × 100 Who Is This Metric For?
CSM
Review after key interactions (onboarding, QBRs) to gauge satisfaction and course-correct quickly.
CS Manager
Aggregate across the team to identify CSMs or segments with consistently low satisfaction.
Product Manager
Use CSAT trends to prioritize product improvements that directly impact customer experience.
Priority by Stage
Crawl medium
Useful as a quick pulse check, especially post-onboarding. Easy to implement.
Walk medium
Track CSAT at key lifecycle touchpoints. Use it as one input to health scores.
Run medium
CSAT is useful but limited. Supplement with CES and outcome-based metrics.
Fly low
CSAT should be one of many sentiment inputs, not a primary strategic metric.
Benchmarks
| Segment | Good | Great | World Class |
|---|---|---|---|
| All Segments | 75-80% | 80-90% | 90%+ |
Common Mistakes
- Using CSAT as your primary CS metric — satisfaction doesn't predict retention as strongly as you'd think
- Survey fatigue — too many CSAT surveys reduce response rates and data quality
- Not acting on low CSAT scores — collecting data without a response loop makes customers feel ignored