CSAT (Customer Satisfaction Score)

What is CSAT?

The CSAT (Customer Satisfaction Score) is a customer satisfaction metric that measures immediate contentment after a specific interaction: purchase, support contact, delivery. Unlike NPS which measures overall loyalty, CSAT evaluates satisfaction at a specific moment.

The typical CSAT question: "How satisfied are you with [experience]?" on a scale of 1 to 5 or 1 to 10.

How to Calculate CSAT?

The satisfaction score calculation is simple:

CSAT = (Number of positive responses / Total number of responses) × 100

Positive responses are typically scores of 4-5 (out of 5) or 8-10 (out of 10).

• CSAT > 80%: Excellent
• CSAT 70-80%: Good
• CSAT < 70%: Needs improvement

Why is CSAT Crucial for Your E-commerce?

CSAT helps you quickly identify friction points in the customer journey. In e-commerce, measure CSAT at key moments:

• After purchase (ordering experience)
• After delivery (logistics quality)
• After support contact (customer service effectiveness)
• After product use (product satisfaction)

A high CSAT at each stage reduces churn rate and increases Customer Lifetime Value.

How Review Collect Helps You Measure CSAT

Review Collect integrates automated CSAT surveys at every stage of the customer journey. Analyze your scores in real-time and identify priority improvement areas.

Discover our review collection solution to measure your CSAT.