CSAT Score
Last updated March 25, 2026
CSAT (Customer Satisfaction Score) is a metric measuring how satisfied customers are with a support interaction, typically collected via post-interaction surveys.
CSAT measures customer satisfaction with individual support interactions on a scale, typically 1-5 or 1-10. It is collected through post-chat or post-email surveys. The industry average CSAT for customer support is around 75-80%. AI support that responds quickly and accurately can improve CSAT by reducing wait times. Tools like NiceReply and Delighted specialize in CSAT measurement.
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Frequently Asked Questions
What is a good CSAT score?
A CSAT score above 80% is considered good. Above 90% is excellent. Below 70% indicates significant issues with support quality.
Does AI support improve or hurt CSAT?
Fast accurate AI responses typically improve CSAT. Forced AI loops without human escalation hurt CSAT. The key is offering both options.
How do you calculate CSAT?
CSAT = (Number of satisfied responses / Total responses) x 100. Typically satisfied means a rating of 4-5 on a 5-point scale.