Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific product, service, or interaction.
CSAT is captured by asking a direct question such as "How satisfied were you with this experience?" on a scale (often 1-5 or 1-7). The score is the percentage of respondents who chose a positive rating, calculated as the number of satisfied responses divided by total responses, multiplied by 100. For example, 80 satisfied replies out of 100 gives a CSAT of 80%.
Unlike loyalty-focused NPS, CSAT zooms in on a single moment: a support chat, a checkout, an onboarding step, or a newly shipped feature. That makes it ideal for spotting friction in specific touchpoints and for measuring whether a change actually improved the experience.
CSAT works best when tied to the exact interaction it measures, so you know what to improve. Collecting CSAT alongside open comments in Feedjolt lets you connect a low score to the feature or flow that caused it and turn that signal into a concrete fix.