Can CSAT be benchmarked across industries?

Yes, CSAT can provide guidance across industries, but each industry has its own norms. Comparing scores against direct competitors provides the most accurate insights.

When is the best time to measure CSAT?

The best time to measure CSAT is immediately after the customer interaction, such as following a purchase or a service call, when the experience is still fresh.

What scale should be used to measure CSAT?

Most businesses use a 1–5 scale, but some choose 1–7 or 1–10 depending on their feedback collection system.

Customer Satisfaction Score (CSAT): Formula, Benchmark & Guide

What Is CSAT?

Customer Satisfaction Score (CSAT) is a performance metric used to understand how pleased customers are with a specific interaction, product, or service. Unlike loyalty measures such as Net Promoter Score (NPS), CSAT focuses on immediate experiences. For example, it can measure how a customer felt after completing a purchase, speaking with support, or receiving a delivery.

How to Calculate CSAT

Ask a direct question such as: “How satisfied are you with your experience?” (Use a rating scale)
Send the survey immediately after the interaction. Timely feedback ensures customers provide honest answers while the experience is fresh.
Assign numerical values to the scale (e.g., 1 = very dissatisfied, 5 = very satisfied). This turns customer opinions into measurable data.
Calculate the total by summing up every response received.
Divide the score by the responses.
Multiply the average by 100 to make the score easy to read and compare over time.

Formula

CSAT = (Total Satisfaction Scores × 100) ÷ Number of Responses

Benchmark

A score above 80 percent is generally seen as strong performance. Scores may vary depending on industry and customer expectations, with industries like e-commerce often achieving higher averages than utilities or telecom.

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FAQ's

It can provide guidance, but each industry has different norms. Comparing your score against your direct competitors gives more accurate insights.

Right after the interaction, such as immediately following a purchase or a customer service call, when the experience is fresh.

Most businesses use a 1–5 scale, but some prefer 1–7 or even 1–10 depending on their feedback system.

Customer Satisfaction Score (CSAT)