# What is CSAT – Customer Satisfaction Score?

What is CSAT – Customer Satisfaction Score? A measure of satisfaction with a specific interaction (support, purchase). Measured on a 1-5 or 1-10 scale.

## How it works in practice

CSAT is a 'moment metric' — how the customer felt about one specific interaction, not about the brand overall (that's NPS). A successful customer service interaction produces high CSAT. A call that took 45 minutes produces low CSAT even if the issue was resolved.

## Related metrics

- NPS — CSAT measures an interaction, NPS measures the whole brand
- CES – Customer Effort Score — a complementary metric
- Helpdesk — CSAT is measured through the helpdesk
- Agent Performance — CSAT by agent

## Common misconception

'High CSAT means excellent service.' High CSAT on interactions ending in a refund isn't necessarily great — you paid for satisfaction. CSAT should be monitored alongside resolution rate and cost per ticket.

## How to fix it

Low CSAT? (1) Identify agents with low CSAT and see where they struggle, (2) analyze low-CSAT tickets for a common pattern, (3) check first contact resolution — what % of issues resolve on the first inquiry? (4) check response time.

## Real-world example

A running store had a 71% CSAT. Analysis found 60% of low-CSAT tickets cited 'long wait.' Cutting the SLA from 24 hours to 6 plus adding a chatbot for common questions raised CSAT to 89% within two months.

## Where to start

Send a CSAT survey after every ticket. Tools: Gorgias, Zendesk — built in. Measure CSAT by agent, category (shipping/returns/product), and trend. A declining CSAT signals a systemic issue, not randomness.

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Category: Customer Experience · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/csat-customer-satisfaction-score