Customer Satisfaction Score

Also called CSAT

Customer satisfaction score: a direct measure of how happy customers are with a specific interaction or the product overall, usually a rating averaged into a percentage.

Why it matters

CSAT captures satisfaction in the moment, making it useful right after support tickets, onboarding, or a purchase. It surfaces friction fast, complementing the longer-term loyalty view that NPS gives.

For example

After onboarding, 85 percent of customers rate their satisfaction 4 or 5 out of 5, an 85 percent CSAT.

Related terms

Net Promoter Score Customer Effort Score Customer Success

Go deeper

See how founders actually handle this on Money, pricing and metrics, part of the Starting Up hub.

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