CSAT

A metric that measures how satisfied customers are with a specific interaction, product, or service, typically collected through a simple survey question asking customers to rate their experience.

CSAT provides immediate, actionable feedback on specific touchpoints. Unlike NPS which measures overall loyalty, CSAT captures satisfaction at a precise moment in the customer journey, making it ideal for identifying specific problems.

A founder sends a one-question survey immediately after each support conversation: "How satisfied were you with your experience today?" She tracks CSAT over time and notices a drop correlated with the introduction of a new support script, prompting a revision.