# 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. Related: [NPS](/glossary/nps) · [CES](/glossary/ces) · [Tickets](/glossary/tickets)