Definition
CSAT asks transaction-level satisfaction ('How satisfied were you?') on 1-5 scales. Where NPS measures relationship trajectory, CSAT diagnoses specific moments - onboarding calls, support tickets, delivery experiences.
Why it matters
Mapping CSAT by journey stage locates the exact friction points costing referrals and renewals.
Formula
(Satisfied responses 4-5 / Total responses) x 100
Benchmarks
80%+ healthy; below 75% investigate immediately
All glossary terms