Glossary / Definition
Customer Satisfaction
Also: CSAT
A transactional metric measuring how satisfied a customer is with a specific interaction, product, or service. Usually a 1–5 or 1–10 scale.
Definition
CSAT measures satisfaction with a specific interaction or transaction: a service call, a delivery, a product purchase. It is calculated as the percentage of respondents scoring at the top of the scale (typically 4 or 5 on a 1–5 scale, or 8+ on a 1–10 scale).
CSAT is more granular than NPS: it captures interaction-level satisfaction rather than overall loyalty. The two metrics complement each other: CSAT explains specific touchpoints; NPS captures cumulative sentiment.
Why it matters
Because CSAT is transactional, it's the metric that maps most directly to operational drivers. A CSAT dip on post-service surveys at a specific dealership tells you exactly where to look. NPS hides that level of detail.
How Resultid handles it
Resultid analyzes CSAT data within an operational hierarchy (by product, location, service, and channel) alongside the unstructured verbatim data that explains the score. Pattern detection runs automatically across all dimensions.
Frequently asked
Should we use NPS or CSAT?
Both. CSAT for transactional interactions (service, delivery, support); NPS for relationship-level loyalty. Using one without the other misses signal.
Can I convert CSAT to NPS?
Roughly. A CSAT of 70 maps to an NPS near zero; CSAT of 90 maps to an NPS near 50. The CX Revenue Impact Calculator handles this conversion.
What's a good CSAT?
Most enterprise sectors target 80%+ at the top-box. Below 70% generally signals a service or product issue worth investigating immediately.
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