What is Customer Satisfaction Score (CSAT)?

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific interaction, transaction, or experience. It is one of the most common ways to gauge customer happiness in customer service.

How CSAT Works

CSAT is typically collected through post-interaction surveys:

• Question: How satisfied were you with your experience?
• Scale: Usually 1-5 or 1-10
• Timing: Immediately after interaction

CSAT Formula: (Satisfied Responses / Total Responses) x 100

CSAT Benchmarks by Industry

• SaaS: 75-85% average
• E-commerce: 80-85% average
• Financial services: 75-80% average
• Telecom: 65-75% average
• Best-in-class: 90%+ across industries

What Drives CSAT

Factors that impact satisfaction:

• Resolution: Was the problem actually solved
• Speed: How quickly was it resolved
• Effort: How easy was the experience
• Accuracy: Was information correct
• Empathy: Did support feel caring

CSAT vs Other Metrics

• vs NPS: CSAT measures specific interactions; NPS measures overall loyalty
• vs CES: CSAT measures satisfaction; CES measures effort required
• vs Resolution Rate: Resolution drives CSAT but they measure different things

Improving CSAT with AI

AI support improves CSAT by:

• Faster response: Instant answers vs waiting in queue
• Higher resolution: Problems solved, not deflected
• Consistency: Same quality experience every time
• 24/7 availability: Help when customers need it

CSAT Limitations

• Response bias: Only satisfied/dissatisfied customers respond
• Recency effect: Last interaction colors the rating
• Low response rates: Small sample sizes
• Surface level: Does not explain why customers feel that way

Maven AGI Difference: Our customers see CSAT improvements because we focus on resolution. When Mastermind resolves 93% of inquiries, customers are satisfied. Resolution drives satisfaction - we focus on the cause, not just the metric.

Book a demo to improve your CSAT scores.