A metric measuring satisfaction with a specific interaction, transaction, or experience, typically gathered through a short survey immediately following that interaction, often scored on a simple scale (e.g., 1–5).
Why it matters
CSAT is more targeted and immediate than NPS, making it useful for pinpointing satisfaction with a specific touchpoint — a support call, an onboarding session — rather than a customer's overall sentiment about the entire brand relationship.
In a sentence
"CSAT on our support tickets is consistently high, even though our overall NPS score is more middling — the two metrics are telling us different things."
Related terms
- Often confused with: NPS (see above).