Customer Satisfaction Score (CSAT)

What is customer satisfaction score (CSAT)

Customer Satisfaction Score measures how happy customers are with a specific support interaction. It’s typically gathered via a short survey immediately after the issue is marked resolved.

Impact of customer satisfaction score in customer support

Customer satisfaction score (CSAT) is a key real-time feedback mechanism. It helps you understand how customers perceive your support agents, systems, and processes. Low scores often highlight communication issues, slow responses, or unresolved pain points. It also directly impacts retention, word-of-mouth, and review ratings.

Formula + Example/Use Case

Formula:
(Number of satisfied responses ÷ Total responses) × 100

Example:
If 80 customers out of 100 rate the service positively, CSAT = (80 ÷ 100) × 100 = 80%.

What affects customer satisfaction score

• Agent empathy and tone: Customers remember how they’re treated as much as what solution they get.
• Resolution quality: Solving the issue fully the first time correlates strongly with high CSAT.
• Speed of support: Customers expect quick help—delays reduce satisfaction.
• Timing of the survey: Asking too long after the interaction may lead to low response rates or inaccurate feedback.

How to improve customer satisfaction score

• Train agents on soft skills: Encourage listening, empathy, and calm communication under pressure.
• Resolve issues thoroughly: Ensure agents go beyond surface-level fixes to deliver lasting solutions.
• Optimize feedback timing: Send CSAT surveys while the interaction is still top-of-mind.

Benefits

• Gives instant feedback for coaching: Managers can immediately act on low scores with training or follow-up.
• Spots trends and problem areas: Repeated low scores in certain categories or teams flag systemic issues.
• Drives service improvement cycles: Helps align support efforts with what customers actually value.