{"id":9104,"date":"2026-10-28T08:00:00","date_gmt":"2026-10-28T07:00:00","guid":{"rendered":"https:\/\/cys.group\/?post_type=article&p=9104"},"modified":"2026-09-22T13:48:01","modified_gmt":"2026-09-22T11:48:01","slug":"what-is-csat-and-what-does-it-measure","status":"publish","type":"article","link":"https:\/\/cys.group\/en\/article\/what-is-csat-and-what-does-it-measure\/","title":{"rendered":"What Is CSAT and What Does It Measure?"},"content":{"rendered":"

CSAT stands for Customer Satisfaction Score<\/strong> and is a metric that measures how satisfied a customer is with a specific interaction, product, or service. You ask one targeted question, directly after a touchpoint: \"How satisfied are you with...?\" Customers respond on a scale, and the result gives you a direct signal about the quality of that moment. In this article we answer the most frequently asked questions about CSAT: what it measures, how you calculate it, and when to use it.<\/p>\n

How is a CSAT score calculated?<\/h2>\n

You calculate a CSAT score by dividing the number of satisfied respondents by the total number of respondents and multiplying that figure by one hundred. The result is a percentage. Anyone who scores as \"satisfied\" counts; anyone who is neutral or dissatisfied is not counted in the numerator.<\/p>\n

In practice it works like this: customers answer a question such as \"How satisfied are you with the handling of your request?\" on a scale of 1 to 5 (or 1 to 10). Only scores in the top category \u2014 typically a 4 or 5 on a five-point scale \u2014 count as \"satisfied\".<\/p>\n

The formula works as follows:<\/p>\n

    \n
  1. Count the number of respondents who gave a score of 4 or 5.<\/li>\n
  2. Divide that number by the total number of completed responses.<\/li>\n
  3. Multiply the result by 100.<\/li>\n<\/ol>\n

    An example: of the 200 customers who responded, 160 gave a score of 4 or 5. That produces a CSAT of 80%. Simple, transparent, and quick to calculate \u2014 no statistical tools required.<\/p>\n

    \n
    CX\/KTO<\/div>\n
    From customer feedback to concrete action<\/div>\n

    Discover what customers truly value and give every team clear priorities to improve the customer experience in a targeted way.<\/p>\n

    Discover CX\/KTO \u2192<\/a>\n<\/div>\n

    What is a good CSAT score?<\/h2>\n

    A CSAT score of 75% or higher is considered a solid result in most sectors. Scores above 85% are generally regarded as strong. What counts as \"good\", however, depends heavily on your industry, your customer journey, and how you phrase the question.<\/p>\n

    Comparing yourself with your own historical data is often more valuable than comparing with an industry average. A score of 78% that rises month after month tells you more than a one-off score of 85% without context. Use a benchmark as a point of reference, but steer by the trend and by the stories behind the scores.<\/p>\n

    Whatever the score: a number alone is never enough. The question that follows is why customers are satisfied or dissatisfied. That answer lies in the open-ended comment you include alongside the score question. Without that context, a CSAT score remains a signal without direction.<\/p>\n

    What does CSAT measure \u2014 and what does it not measure?<\/h2>\n

    CSAT measures satisfaction with a specific touchpoint or a clearly defined experience, directly after it takes place. It is a transactional metric: sharp, fast, and situation-specific. What CSAT does not measure is the broader relationship with your customer or the likelihood that someone will recommend you.<\/p>\n

    CSAT does measure:<\/p>\n