● Marketing
CSAT (Customer Satisfaction Score)
An indicator measuring your customers’ satisfaction after a specific interaction, typically rated on a scale of 1 to 5.
Full definition
CSAT, or Customer Satisfaction Score, is a performance indicator that measures a customer's satisfaction level immediately after a defined interaction: receiving an order, contacting customer service, or processing a return. It is calculated by asking the customer to rate their experience on a scale of 1 to 5 (or 1 to 10), then dividing the number of positive responses by the total number of responses.
The calculation formula is straightforward: CSAT (%) = (number of satisfied responses / total responses) x 100. Responses of 4 or 5 on a 5-point scale are counted as satisfied. The survey should be triggered promptly after the interaction — ideally within 24 to 72 hours — to capture the immediate impression before the memory fades.
In e-commerce, a CSAT above 85% is considered excellent. Top-performing e-commerce brands achieve an overall rating of 4.9/5, which translates directly into a 73% increase in average basket size and a high organic recommendation rate. CSAT focuses on a specific transaction, whereas NPS measures the overall brand relationship: the two indicators are complementary.
Concrete example
An online fashion retailer sends a CSAT survey 48 hours after each delivery. Out of 2,000 respondents over one month, 1,640 rate their experience 4 or 5 stars, yielding a CSAT of 82%. Analysis of the 360 dissatisfied responses highlights two main issues: damaged packaging (58%) and delivery times exceeding those advertised (35%).
After addressing both friction points, the CSAT rises to 91% within 60 days. The brand simultaneously sees a 22% drop in inbound customer service contacts and a 14% increase in the 90-day repurchase rate. Each CSAT point gained translates into a measurable reduction in dispute handling costs.
With Review Collect
Review Collect automatically triggers post-purchase review requests via email, SMS, or WhatsApp, generating up to 30 times more reviews in 30 days than manual collection. These reviews are the raw material for CSAT: every rating submitted feeds the real-time dashboard.
Semantic analysis automatically identifies the themes dragging down the score: a spike in delivery dissatisfaction surfaces within hours, well before it weighs on the overall CSAT. AI responses in under 60 seconds limit the spread of negative reviews to external platforms such as Trustpilot or Avis Vérifiés.
