Customer Satisfaction Score (CSAT) is the transactional metric that measures satisfaction with a specific interaction or touchpoint. Touchpoints include a support ticket, an onboarding session, a product feature, or a recent purchase, typically asked as "How satisfied were you with [specific thing]?" on a 1-5 or 1-10 scale. The score is expressed as the percentage of "Satisfied" responses (4-5 on a 5-point scale, or 8-10 on a 10-point scale) out of total responses. CSAT is the tactical counterpart to [NPS] (which measures overall loyalty); CSAT measures specific moments.
The math:
CSAT = (# of Satisfied responses ÷ Total responses) × 100
Example: 100 customers respond to a post-support-ticket survey. 75 ra...