What is customer satisfaction score?

A survey measure of how satisfied customers are with a product, service or interaction.

Updated 23 October 2026

Definition

Customer satisfaction score (CSAT) measures how satisfied customers are, usually with one question after an interaction or at a point in the journey: "How satisfied were you with…?" on a 1–5 scale.

Formula

CSAT = satisfied responses (for example 4 or 5) ÷ all responses × 100.

CSAT, NPS and CES

CSAT asks about a specific moment; NPS about the overall relationship; CES about effort. Use the one that matches the question you need answered.

Pair it with behaviour

Low satisfaction after a specific step points to where to look in the product data: what happened in the sessions of the customers who rated it low.

GlossaryWhat is NPS?What is NPS? Net Promoter Score: a loyalty measure based on how likely customers are to recommend a product, from −100 to 100. With the formula.Read
GlossaryWhat is customer effort score?Customer effort score: a survey measure of how easy customers found it to get something done, such as resolving an issue or completing a task.Read
GlossaryWhat is a customer health score?What is a customer health score? A score that estimates how likely a customer is to stay, renew or grow, based on usage and relationship signals.Read

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