CSATCustomer Satisfaction Score

A question on satisfaction with a specific interaction, such as an order, on a 1 to 5 scale. It is usually reported as the share of satisfied answers, 4 and 5.

Try it free Template: Satisfaction after a purchase

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Enter how many people gave each answer.

12345

1 = Very dissatisfied5 = Very satisfied

Result73 %n = 40

95 % confidence interval: 57 % – 84 %

Mean:: 3.9

What it is

CSAT measures satisfaction with one specific thing, not the company as a whole. That is why it is asked right after the experience: after a purchase, a support contact or a completed order.

It says most together with a question on what to improve, which only the dissatisfied get.

Exact question wording

The standardised wording Tack uses in English and Czech. Change it and the results stop being comparable.

English

How satisfied are you with What they rate?Scale 1 to 5: Very dissatisfied … Very satisfied

Czech

Jak jste spokojeni s What they rate?Scale 1 to 5: Velmi nespokojen/a … Velmi spokojen/a

See how the questions look to participants in the live demo

How it is calculated

CSAT = answers 4 and 5 ÷ all answers × 100 %. The 1 to 5 mean is useful next to it.

How to read the result

Follow mainly the share of satisfied answers and how it changes after your fixes.
Individual low scores are worth more than the mean: they tell you what exactly went wrong.

When to use it

Right after a purchase, order or booking is completed.
After a change to checkout, delivery or support, to see its effect.

Frequently asked questions

What is the difference between CSAT and NPS?

CSAT measures satisfaction with one specific interaction right after it. NPS measures the overall relationship with the product and the willingness to recommend it, usually among returning people.

Why is CSAT reported as a share rather than a mean?

A share of satisfied customers is easy to explain and compare. A mean can hide that some people are very dissatisfied.

Source: MeasuringU: Customer Satisfaction (CSAT)

Templates with this metric

Satisfaction after a purchase

CSAT on the thank-you page; with a low score, what to improve.

What it answers: Whether the purchase or order experience holds up, and what to fix.

2 questionsCSAT

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