What is Customer Satisfaction Score?
Share of customers satisfied with an interaction or product.
How to calculate it
Calculate Customer Satisfaction Score as: (Satisfied responses / Total responses) × 100. Pull the inputs from your connected data and track the trend over time in your dashboard.
Examples
Example 1
420 of 500 survey responses are positive -> 84% CSAT.
Example 2
After a support interaction, 440 of 500 respondents rate it positively -> 88% CSAT, above the healthy threshold and trending up month over month.
Why it matters
Customer satisfaction score (CSAT) is the share of customers satisfied with an interaction or product and is a direct read on service and experience quality. It is fast to collect and easy to act on at the team or agent level. Survey timing and selection bias can skew it, so response rates and context should be considered alongside the score.
Benchmark context
75-85%+ is generally considered good; benchmark against your own trend and against the specific touchpoint being measured.
Common pitfalls
Survey timing and selection bias.
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