Customer satisfaction score (CSAT)

What is CSAT (customer satisfaction score)?

Customer satisfaction score measures how satisfied someone was with a specific interaction. You usually ask immediately afterwards and report the share of positive answers.

CSAT belongs to a moment: a support ticket, onboarding step or purchase. It doesn't measure the whole customer relationship.

It isn't net promoter score, which asks how likely someone is to recommend you. It also isn't customer effort score, which asks how hard something was.

Why it matters for product builders

Because you ask straight after the event, CSAT can point to a problem close to where it happened. That makes the result easier to act on than a general score.