Customer Satisfaction Score (CSAT)

Customer Satisfaction Score, or CSAT, reflects how satisfied respondents say they are with an interaction or service. A handyman company could ask customers about their scheduling experience after a completed appointment. Teams often express results as a percentage of favorable responses, although the question, rating scale, and calculation method must be stated for comparisons to make sense. CSAT captures reported sentiment from people who answer; it does not automatically measure loyalty, profit, or the views of every customer. Customer Effort Score asks how easy an experience felt, making it a related but different metric.