A Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a product, service or specific interaction, expressed as the percentage of respondents who rate their experience positively. CSAT is collected with one short survey question, usually right after a purchase, a delivery or a support conversation.
The result is a number from 0 to 100%: the higher it is, the larger the share of customers who left the interaction satisfied.
How is CSAT measured?
The classic CSAT question, asked in a short online survey, is "How satisfied were you with your experience today?", answered on a 1–5 scale:
- 5 — Very satisfied
- 4 — Satisfied
- 3 — Neutral
- 2 — Unsatisfied
- 1 — Very unsatisfied
Some companies use a 1–3, 1–7 or 1–10 scale, emoji faces or stars. Whatever the scale, only the top answers count as "satisfied" (4 and 5 on a 5-point scale). Mailpro surveys support rating scales and NPS questions for this.
CSAT formula and example
CSAT (%) = (number of satisfied responses ÷ total number of responses) × 100
Example: you send a satisfaction survey after 500 orders and receive 200 answers. 90 customers answer 5 and 64 answer 4, so 154 are satisfied. CSAT = 154 ÷ 200 × 100 = 77%. Neutral and negative answers stay in the total but not in the satisfied count.
Some teams report the average rating instead (for example 4.1 out of 5). Both are valid; the percentage is easier to compare across scales and over time. Pick one method and keep it.
When to send a CSAT survey
CSAT works best right after a specific touchpoint, while the experience is fresh:
- After a purchase or checkout
- After delivery or installation
- When a support ticket or chat is closed
- After onboarding or a training session
- After an event or a webinar
Sending it within hours or a day usually brings more and more accurate answers than a survey sent weeks later.
CSAT survey question examples
- How satisfied were you with your order?
- How satisfied are you with the help you received today?
- How would you rate your delivery experience?
- Overall, how satisfied are you with [product]?
- Follow-up (open): What is the main reason for your score?
A ready-made CSAT survey template includes the rating question and a comment field.
What is a good CSAT score?
Benchmarks vary by industry, but a CSAT between 75% and 85% is generally considered good and above 90% excellent (Zendesk). Data from the American Customer Satisfaction Index (ACSI), which scores sectors on a 0–100 index, puts most US sectors in the 70s or low 80s (Dovetail). The most useful benchmark is your own trend: compare the same question, at the same touchpoint, over time.
Why CSAT matters
- It is fast: one question, high response rates, results the same day.
- It pinpoints problems: a low score at one touchpoint (say, delivery) shows exactly where to act.
- It flags at-risk customers: dissatisfied respondents can be contacted before they leave.
- It shows the effect of changes: a new process or support script should move the score.
CSAT vs NPS vs CES
| Metric | What it measures | Typical question | Scale and result |
|---|---|---|---|
| CSAT | Satisfaction with a specific interaction | "How satisfied were you with...?" | 1–5; % of 4s and 5s |
| NPS | Loyalty and likelihood to recommend | "How likely are you to recommend us?" | 0–10; % promoters minus % detractors (-100 to +100) |
| CES | How easy it was to get something done | "How easy was it to solve your issue?" | Usually 1–5 or 1–7; average or % of "easy" answers |
CSAT is a short-term, touchpoint metric; NPS reflects the overall relationship. Many teams track both — see how to measure NPS with a survey.
Limits of CSAT and how to improve it
A CSAT score tells you how customers feel, not why. Responses also skew toward customers with strong opinions, and scales can be read differently across cultures. To get more out of it:
- Add one open question ("What could we do better?").
- Keep the survey short and send it soon after the interaction.
- Read the comments and group them by theme to find recurring issues.
- Fix the issues and close the loop with unhappy customers — see customer feedback.
For question ideas, read our guide to customer satisfaction surveys, the FAQ what is a customer satisfaction survey, or start from Mailpro's customer satisfaction survey tool.
CSAT FAQ
How do you calculate CSAT?
Divide the number of satisfied responses (4 and 5 on a 1–5 scale) by the total number of responses, then multiply by 100.
Is CSAT a percentage or an average?
Most often a percentage of satisfied customers. Some companies report the average rating; just do not mix the two in the same report.
How many responses do I need?
Enough for the score to be stable: with only a handful of answers, one response can swing the result. Look at the trend over several weeks rather than a single small batch.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with one interaction; NPS measures how likely customers are to recommend you overall.
Mailpro and customer satisfaction
Measure your CSAT with a Mailpro survey
Build a short satisfaction survey, send it after each purchase or support conversation and track the results in one place. Hosted in Switzerland.