CSAT (Customer Satisfaction Score)
CSAT, or Customer Satisfaction Score, measures how satisfied a customer is with a specific interaction, product, or service — typically asked right after that interaction takes place. Customers usually respond on a scale of 1 to 5, with the top two ratings (“satisfied” and “very satisfied”) counted toward the final score.
Unlike NPS, which measures overall loyalty to a brand, CSAT is transactional. It tells you how a customer felt about one specific moment, such as a branch visit, a support call, or a product delivery.
How Is CSAT Calculated?
CSAT (%) = (Number of satisfied responses ÷ Total responses) × 100
If 80 out of 100 respondents rate an interaction 4 or 5 out of 5, the CSAT is 80%.
CSAT vs NPS: What’s the Difference?
CSAT measures satisfaction with a specific moment. NPS measures overall loyalty to the brand. Most mature CX programmes use both — CSAT to catch and fix issues at specific touchpoints, NPS to track the bigger picture of customer loyalty over time.
How LitmusWorld Helps with CSAT
LitmusWorld captures CSAT immediately after key moments in the customer journey — at the branch, on the app, post-delivery — so issues get flagged and resolved while they’re still fresh, not weeks later in a quarterly report. Explore the Measure module.
Related terms: NPS · CES · Transactional Survey · Customer Journey Map · Closed-Loop Feedback