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Glossary
Customer feedback

What is CSAT?

CSAT, or Customer Satisfaction Score, is a metric used to measure a customer's level of satisfaction with a specific product, service, or interaction. It is typically calculated by asking users a question like 'How satisfied were you with this experience?' and averaging the results into a percentage score.

When to use it

Teams should use CSAT to gauge immediate sentiment following specific touchpoints, such as closing a support ticket, completing an onboarding sequence, or using a new feature for the first time. It is a 'right now' metric that helps identify friction points in the user journey. Use it when you need to validate if a specific change met user expectations.

Example

A SaaS company launches a new automated reporting tool and triggers a CSAT survey immediately after a user exports their first report. Out of 200 users surveyed, 160 rate their satisfaction as 4 or 5 on a 5-point scale. This results in an 80% CSAT score, indicating that the initial user experience is strong but has room for refinement in the remaining 20% of cases.

How Planet Roadmap helps with CSAT

Planet Roadmap includes a public feedback portal where you can capture user sentiment on specific feature requests, helping you correlate CSAT scores with items on your public roadmap.

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FAQ

How is CSAT different from NPS?
CSAT measures short-term satisfaction with a specific event or feature, whereas NPS (Net Promoter Score) measures long-term brand loyalty and the likelihood that a customer will recommend the product to others.
What is considered a good CSAT score for software products?
While benchmarks vary, a CSAT score between 75% and 85% is generally considered healthy for SaaS companies, indicating high satisfaction with the core user experience.

Related terms

Net Promoter Score (NPS)Customer Effort Score (CES)Voice of CustomerFeedback PortalRetentionChurn

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