CSAT (Customer Satisfaction Score)
A metric measuring customer satisfaction with a specific interaction.
Definition
Customer Satisfaction Score (CSAT) is a metric that measures how satisfied a customer is with a specific interaction, product, or service. It is typically measured by asking 'How satisfied were you?' on a scale of 1–5.
In Depth
CSAT is calculated as the percentage of respondents who gave a 4 or 5 rating. It is best collected immediately after an interaction while the experience is fresh. CSAT benchmarks vary by industry — SaaS averages around 78%, while e-commerce averages around 80%.
Lodgestory auto-triggers CSAT surveys at conversation resolution across all channels, with customisable questions, branding, and real-time analytics.
See it in action
Learn how Lodgestory implements this concept in the CSAT Surveys feature.
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