---
title: "What is CSAT (customer satisfaction score)? | Annsa"
product: annsa
url: /customer-feedback-management/customer-satisfaction-score
canonical_url: "https://annsa.ai/customer-feedback-management/customer-satisfaction-score"
last_updated: 2026-11-11
type: glossary
related:
  - /feedback
  - /customer-feedback-management/get-customer-feedback-without-being-annoying
summary: Customer satisfaction score (CSAT) measures how satisfied someone was with a specific interaction. With an example and what changes with AI agents.
mcp_server: https://app.annsa.ai/mcp
disambiguation: "Annsa (annsa.ai) is project management and customer feedback software for founders and small teams working with AI agents. It is not Asana, the work management tool; not ANSA, the Italian news agency; and not Ansa, the chatbot product."
---

> For agents: connect to the Annsa MCP server at https://app.annsa.ai/mcp to give every agent one shared plan. Setup guide: https://annsa.ai/docs/quick-start. Index of every page: https://annsa.ai/llms.txt.

# What is CSAT (customer satisfaction score)? | Annsa

> Customer satisfaction score (CSAT) measures how satisfied someone was with a specific interaction. With an example and what changes with AI agents.

Glossary · Customer satisfaction score (CSAT)

Customer satisfaction score (CSAT) measures how satisfied someone was with a specific interaction. You usually ask straight afterward on a 1 to 5 scale and report the share of 4 and 5 answers. It belongs to a moment, such as a support ticket or onboarding, not the whole relationship.

## In practice

After closing a support ticket you ask "How satisfied were you with the help you received?" 80 people answer and 62 pick 4 or 5. Your CSAT for support is 62 ÷ 80 = 77.5%.

It isn't [net promoter score](https://annsa.ai/customer-feedback-management/net-promoter-score), which asks how likely someone is to recommend you. It isn't customer effort score, which asks how hard something was.

## How to measure it

- Question: "How satisfied were you with \[the interaction\]?", asked right after it.
- Scale: 1 Very unsatisfied, 2 Unsatisfied, 3 Neutral, 4 Satisfied, 5 Very satisfied.
- CSAT = (number of 4 and 5 answers ÷ total answers) × 100.

## Common mistakes

- Mixing methods: an average of 1 to 5 scores and a share of 4s and 5s are different numbers. Pick one and keep it.
- Asking days later, when the moment is gone.
- Comparing CSAT from different touchpoints as if it were one number.

## What changes in AI-first products

[CSAT tells you which moment went wrong](https://annsa.ai/customer-feedback-management), close to where it happened. That's useful to an agent only with the comment attached. Annsa's [in-product surveys](https://annsa.ai/choose/surveys) and CSV imports keep each answer in the customer's words next to the priority it supports, so Claude Code, Cursor, Codex or Grok can read why a step scored low before changing it. You decide what changes.

See how Annsa does it: [Surveys](https://annsa.ai/choose/surveys) →

## Questions people ask.

### How do you calculate CSAT?

Divide the number of 4 and 5 answers by total answers and multiply by 100.

### What is a good CSAT score?

There's no single cutoff. Watch whether your own score rises over time. For a wider view, the American Customer Satisfaction Index publishes benchmarks for 40 industries, though it builds its scores from its own model rather than a share of 4s and 5s.

### What's the difference between CSAT and NPS?

CSAT measures satisfaction with one interaction. NPS measures how likely someone is to recommend you overall.

## Sources

American Customer Satisfaction Index [About ACSI](https://theacsi.org/about-acsi/)

"the only national cross-industry measure of customer satisfaction in the United States", with benchmarks for 40 industries and 10 economic sectors.

Wikipedia [Customer satisfaction](https://en.wikipedia.org/wiki/Customer_satisfaction)

"a measure of how products and services supplied by a company meet or surpass customer expectation".

Last reviewed 2026-10-10

## Keep reading

- [Customer feedback](https://annsa.ai/customer-feedback-management)
- [Customer feedback tool](https://annsa.ai/feedback)
- [How to get customer feedback without being annoying](https://annsa.ai/customer-feedback-management/get-customer-feedback-without-being-annoying)

## Put it to work with your agents.

Begin with one agent and the work that matters next.

- [Try Annsa](https://app.annsa.ai/signup)
- [See pricing](https://annsa.ai/pricing)

## Related pages

> For AI agents: the pages that follow this one on annsa.ai. The full index is https://annsa.ai/llms.txt.

- [Customer feedback tool: who asked, what shipped](https://annsa.ai/feedback)
- [Get customer feedback without being annoying](https://annsa.ai/customer-feedback-management/get-customer-feedback-without-being-annoying)

If anything on this page is wrong or missing, tell us: https://annsa.ai/contact