What is CSAT?
CSAT, or Customer Satisfaction Score, is a short post-interaction survey that asks a customer to rate the support experience they just had. It is the most common short-form quality metric in customer support.
How it is collected
After a conversation is marked as solved, the platform sends the customer a survey containing a single question, typically "How would you rate the support you received?", and a small scale: thumbs up / thumbs down, 1 to 5 stars, or a 1 to 7 numerical scale. Customers respond in one click.
How it is calculated
CSAT is the percentage of survey responses that were positive. On a 5-point scale, "positive" usually means 4 or 5. The formula:
CSAT = (positive responses ÷ total responses) × 100
Industry benchmarks vary by sector, but most B2C support teams aim for 90%+, and most B2B SaaS teams aim for 85%+.
CSAT vs NPS
NPS asks about overall loyalty ("how likely are you to recommend us") and is typically measured quarterly or annually. CSAT asks about a specific recent interaction. CSAT is tactical, NPS is strategic. See NPS.
How message.com handles CSAT
CSAT surveys send automatically when an agent marks a conversation as solved. The customer rates with a single tap on chat or by replying to the email. Results stream into the Reports API and the dashboard analytics page so you can slice by agent, department, channel, and tag.
See it working on message.com.
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