What is CSAT?
CSAT (Customer Satisfaction Score) is a key customer experience metric that measures satisfaction with a specific interaction, product, or service. It's typically measured through post-interaction surveys.How CSAT is Calculated
CSAT = (Number of satisfied responses / Total responses) × 100Customers rate their experience on a scale (usually 1-5), and ratings of 4-5 are considered "satisfied."
CSAT Benchmarks
| Industry | Average CSAT ||----------|-------------|
| SaaS | 78% |
| E-commerce | 80% |
| Healthcare | 74% |
| Financial Services | 76% |
Improving CSAT with AI
AI chatbots can improve CSAT by:•Reducing wait times — Instant responses 24/7
•Consistent quality — Always accurate, always polite
•Quick resolution — Answer common questions immediately
•Seamless escalation — Hand off complex issues to humans smoothly