What is CSAT? A guide to measuring customer satisfaction

Customer satisfaction score (CSAT) is a vital metric for assessing how satisfied customers are with a product and the associated services, such as customer support and documentation. It helps product managers understand customer sentiment, guide feature development, and ensure product-market fit. CSAT is calculated by asking customers a simple question about their satisfaction and scoring their responses on a scale, with higher scores indicating better satisfaction. A good CSAT score varies by industry but generally falls at 75% or higher. CSAT is distinguished from other metrics like customer effort score (CES) and net promoter score (NPS), which measure different aspects of customer engagement. For product managers, CSAT is a crucial tool for evaluating the impact of new features and guiding future product development, as it provides actionable insights into customer happiness and loyalty.

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