CSAT stands for Customer Satisfaction Score and measures how satisfied a customer is with a single contact or experience, such as a support call, a chat or a resolved case. You ask a short question right after, often how satisfied the customer is with the help on a scale, and count the share of positive answers. CSAT captures the feeling here and now, not the long term relationship. That makes it quick to act on: a falling score usually points to something concrete in a specific queue, channel or team.
How to calculate CSAT
CSAT is the share of positive answers out of all answers, expressed as a percentage.
- Collect answers on a scale, for example 1 to 5.
- Count the positive answers, usually the top two steps.
- Divide by the total number of answers and turn it into a percentage.
If you get 80 satisfied answers out of 100, CSAT is 80 percent.
Examples of how CSAT is used
- After a support call: an automatic question is sent by text or email right after the call, while the experience is fresh.
- Per agent or team: you compare satisfaction across groups and see where coaching is needed.
- Per channel: you measure whether phone, chat and email deliver different satisfaction and move resources where they help most.
- During product launches: a temporary dip quickly shows if something creates friction for customers.
Raise your CSAT with lynes
For CSAT to be more than a number you need to see what drives it. In lynes, telephony, contact center and AI are built into one platform and one app, so the measurement connects to the call itself. Our AI is developed in house, which means you can:
- collect answers automatically with lynes Survey right after the contact
- link every answer to the right call and let AI summarise the calls behind low scores with conversation intelligence
- follow the trend over time in real time with analytics
CSAT, NPS and other metrics
- CSAT measures a single experience, here and now.
- NPS measures loyalty and how likely a customer is to recommend you.
- Use them together, CSAT for daily work and NPS for the long trend.
FAQ
When should I ask a CSAT question?
Right after the contact, while the experience is fresh. You get more answers and more honest scores.
What is a good CSAT score?
It varies by industry, so follow your own trend rather than an absolute number. Steady improvement is what matters.
How many questions are needed?
One is enough for the score. An optional follow up gives the context you need to improve.
Is CSAT the same as NPS?
No. CSAT measures an experience, NPS measures loyalty over time. They complement each other.
Want to see what drives satisfaction on every call? Book a lynes demo.
