CSAT (Customer Satisfaction Score) is a simple survey method that asks customers to rate their experience immediately after an interaction. A CSAT score above 80% is considered good; above 90% is excellent. Tracking CSAT over time helps identify which support agents are performing well, which product areas generate the most complaints, and whether process improvements are having an impact.
Frequently Asked Questions
What is a good CSAT score?
A CSAT score above 80% is generally considered good across most industries. E-commerce and SaaS companies typically aim for 85%+. Scores above 90% are excellent and correlate with high customer retention. Scores below 70% indicate serious issues that need addressing. Our tool helps you track this in real time.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction (e.g., "How satisfied were you with this support conversation?") and is scored immediately after contact. NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend your company on a scale of 0-10, and is typically surveyed quarterly. Both are valuable — CSAT gives you granular, per-interaction feedback; NPS gives you a strategic loyalty indicator.
How often should I send CSAT surveys?
Send CSAT surveys immediately after each support interaction for the most accurate results. Response rates drop sharply after 24 hours. Keep the survey short — one rating question and one optional open-text follow-up is the optimal format. Surveys with more than 3 questions see significantly lower completion rates.
Can I embed this survey on my website?
Yes — use the embed code generated in the Builder tab. Copy and paste it into any HTML page, including WordPress, Wix, Squarespace, or your own website. The widget renders cleanly across all devices and modern browsers. No JavaScript frameworks required.
What does the follow-up question do?
The optional follow-up question appears after a customer selects a rating and asks for qualitative feedback (e.g., "What could we do better?"). This open-text response is the most valuable part of any satisfaction survey — it tells you why customers are satisfied or dissatisfied, not just that they are. Our tool includes this by default.