What Is CSAT? Guide to Customer Satisfaction

Customer Satisfaction Score (CSAT) measures how satisfied users are with a specific interaction or support experience. It is one of the most widely used metrics in IT and customer support.

How CSAT Is Measured

Users are typically asked to rate their satisfaction on a scale (for example, 1–5). CSAT is calculated as the percentage of users who select positive ratings (such as 4 or 5).

Examples of CSAT Questions

• “How satisfied are you with the support you received?”
• “How would you rate your overall experience with this ticket?”

Why CSAT Matters

• Provides immediate feedback on support quality
• Helps identify agents or processes that need improvement
• Correlates with retention and loyalty

Best Practices to Improve CSAT

• Respond quickly and set clear expectations
• Use simple, empathetic language
• Resolve the root cause, not just the symptom
• Follow up on low scores with personal outreach

Industry Insight

Zendesk reports that higher CSAT correlates strongly with long-term customer loyalty.

Learn More About CSAT

Customer satisfaction is covered on Wikipedia.

How TicketingNext Helps Improve CSAT

TicketingNext sends CSAT surveys automatically after resolution and tracks scores by agent, team, and issue type. See TicketingNext features or explore use cases.

Want higher CSAT? Contact our team.