CSAT (Customer Satisfaction Score)

CSAT (Customer Satisfaction Score) is a customer satisfaction metric typically collected through a short rating immediately after a conversation or service interaction. A high CSAT score signals that customers rated their experience with the business as positive.

What is CSAT?

The CSAT (Customer Satisfaction Score) is one of the most widely used metrics in customer service. It measures how satisfied a customer was with a specific interaction, such as a completed support conversation, a delivery, or a purchase. Unlike the NPS (Net Promoter Score), which asks about overall likelihood to recommend, CSAT always measures a specific situation.

Typical collection: right after a conversation ends, the customer receives a short question such as “How satisfied were you with our service?”, with a scale of 1 to 5 or a selection of emoji faces. The CSAT score is the share of positive ratings (4 or 5) out of all ratings submitted:

CSAT (%) = (number of positive ratings / total ratings) × 100

What counts as a good score depends on the industry, the scale and when you ask. The trend over several weeks, always measured with the same question, tells you more than any single score.

CSAT in context with other metrics

CSAT only reveals its full value in combination with other service metrics:

• First Response Time: Teams that reply quickly usually get better ratings. This matters most in live chat, where visitors expect an answer while they are still on the page.
• First Contact Resolution (FCR): Was the problem resolved in a single conversation? A high FCR rate drives CSAT up.
• Transfer rate: Frequent transfers between team members frustrate customers and lower CSAT. This often points to problems in the process.

Comparing channels is worthwhile too: WhatsApp conversations may be rated differently from email. To keep scores comparable, ask the same question at the same point on every channel.

Collecting CSAT with SendSeven

SendSeven does not offer a channel-wide CSAT feature or a CSAT dashboard. All channels come together in one inbox (unified inbox), but an automatic satisfaction survey after every conversation is not part of it.

On WhatsApp, you can build a CSAT survey with a WhatsApp Flow (Beta): the customer taps their rating right in the chat, and the answers land in the flow’s response table and can be exported as CSV. You then calculate the CSAT score yourself using the formula above. This survey is not available on email, SMS, live chat or the other channels.

SendSeven does support the levers that drive CSAT: welcome messages sent by automated workflows shorten first response time, AI bots answer recurring questions instantly, and AI reply suggestions in the inbox reduce handling time.