CSAT (Customer Satisfaction Score) is a metric that measures customer satisfaction with a specific interaction, product, or service, typically collected through post-interaction surveys. It captures how a customer feels about a specific touchpoint — a support call, a purchase, or an onboarding session.
The standard format asks customers to rate their experience on a scale (usually 1–5), and the score is calculated as the percentage of positive responses (4 and 5) out of total responses. A CSAT score above 80% is generally considered strong, while scores below 60% signal a competitive disadvantage.
What makes CSAT valuable for retention is its immediacy. Unlike NPS, which measures long-term loyalty intent, CSAT reflects the quality of the last interaction — the one most likely to trigger or prevent churn.
When collected through AI voice surveys instead of email, response rates increase significantly because customers speak naturally rather than typing minimal answers. The data feeds directly into churn prediction models: a drop in CSAT after a support interaction is one of the strongest early churn signals available.
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