Customer Satisfaction (CSAT)
The share of people who say they are satisfied with an experience.
CSAT = satisfied responses ÷ all responses × 100
Why it matters
It is simple, and it can be tied to a specific moment like delivery or support.
How to use it
- Ask soon after the experience.
- Count the top answers, usually 4 and 5 out of 5.
- Keep the scale the same over time.
Example
If 170 of 200 people answer 4 or 5, CSAT is 85%.