What is Customer Satisfaction Score (CSAT)?
A metric measuring how satisfied customers are with a specific interaction or experience.
Customer Satisfaction Score (CSAT) measures immediate satisfaction with a specific touchpoint — a purchase, support interaction, or visit. Typically asked as 'How satisfied were you?' on a 1-5 scale, CSAT is calculated as the percentage of respondents who chose 4 or 5 (satisfied or very satisfied). Unlike NPS which measures overall loyalty, CSAT captures satisfaction at specific moments.
Why Customer Satisfaction Score (CSAT) Matters for Local Businesses
CSAT helps you identify which specific touchpoints are delighting or frustrating customers. A restaurant might have high CSAT for food quality but low CSAT for wait times. This granularity lets you fix specific operational issues rather than guessing what's driving your overall rating down.
Build a CSAT survey in minutes
Free reputation audit — see your Google rating, review velocity, and exactly what Rviewo would do for you. 60 seconds, no account required.
Get StartedNo credit card. No account. Instant results.