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
Choose a target based on your own channel, survey scale and response rate. Report the number of responses with the score so a small or selective sample is not mistaken for the experience of every customer.
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
Message.com provides configured customer-satisfaction workflows and reporting. Enable the survey for the relevant channel and test how customers receive it. Use the Reports API reference for the dimensions actually available; survey delivery and filters differ by channel.
See it working on message.com.
Unified inbox, grounded AI, flat pricing. 7-day free trial for chat and tickets. Credit card required.
Start free trial →