Glossary

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Glossary / Evaluation and implementation guide

CSAT (Customer Satisfaction)

CSAT (Customer Satisfaction Score) is a survey metric that asks customers to rate their satisfaction with a specific interaction, product, or service, typically on a 1–5 scale.

The score is usually reported as the percentage of responses in the top rating bands.

Unlike NPS, which measures likelihood to recommend and overall relationship, CSAT is transactional: it reflects how a customer feels about a particular moment, such as a support ticket or onboarding session.

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A practical example

Example: after each resolved support ticket, a company sends a one-question CSAT survey; low scores on billing-related tickets prompt a review of that workflow rather than of the whole product.

What to evaluate before investing

  • Can surveys be triggered automatically by lifecycle events (ticket closed, order delivered) rather than sent manually?
  • Does the tool segment CSAT results by channel, agent, product line, or customer tier so you can locate where satisfaction drops?
  • Can low scores route to a follow-up workflow or alert a human, instead of sitting in a dashboard unread?

Limitations and tradeoffs

CSAT suffers from low and self-selecting response rates; unhappy or very busy customers often skip surveys, so the score can overstate satisfaction if treated as a census.

Plan your next step with MeshLine

Connect this decision to your automation, organic marketing and customer lifecycle management. In a MeshLine demo, discuss your existing tools, the scope you need and how to measure the result.

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