Customer Satisfaction Score (CSAT)
CSAT measures customer satisfaction with a specific interaction or experience — usually a support ticket, onboarding session, or product release — on a 1–5 (or 1–10) scale, asked immediately after the event.
Formula
CSAT = (Satisfied responses ÷ Total responses) × 100
"Satisfied" typically means a 4 or 5 on a 1–5 scale.
When to use CSAT vs NPS
- CSAT — transactional, specific event ("how was that ticket resolution?")
- NPS — relational, holistic loyalty ("how likely are you to recommend us?")
Benchmarks
B2B SaaS support CSAT averages 85%. Best-in-class lands at 92%+.
How BlueHill helps
CSAT surveys auto-send after ticket resolution. Responses live on the customer record so a low CSAT on Tuesday's ticket is visible during Thursday's QBR.