How CSAT is calculated
CSAT = (Number of satisfied responses / Total responses) × 100
"Satisfied" typically means a score of 4 or 5 on a 5-point scale. A CSAT of 85% means 85% of surveyed customers rated their experience 4 or 5.
When to send a CSAT survey
Best practice: trigger CSAT immediately after a ticket is resolved, while the experience is fresh. Send via the same channel the conversation happened on (WhatsApp survey for WhatsApp conversations, in-chat survey for chat).
Industry benchmarks for 2026
| Industry | Typical CSAT |
|---|---|
| SaaS | 87% |
| E-commerce | 84% |
| BFSI | 81% |
| Telecom | 76% |
| Travel | 82% |
Sub-70% CSAT is a signal something structural is wrong (staffing, training, or product issues bleeding into support).
CSAT vs NPS vs CES
- CSAT measures satisfaction with a specific interaction.
- NPS measures overall loyalty to the brand.
- CES (Customer Effort Score) measures how easy it was to get help.
Most teams track at least CSAT and NPS in parallel.
Common use cases
- Measuring per-agent or per-team quality
- Identifying training opportunities (low CSAT segments)
- Triggering recovery workflows for detractors
- Benchmarking against industry averages
Related terms
NPS (Net Promoter Score)
NPS — Net Promoter Score — measures customer loyalty by asking 'how likely are you to recommend us?' on a 0–10 scale, then subtracting the percentage of Detractors (0–6) from Promoters (9–10).
First Response Time (FRT)
First Response Time (FRT) is the time between a customer's first message and the first substantive reply from a support agent — one of the most-watched customer support metrics because it correlates strongly with CSAT.
MTTR (Mean Time to Resolution)
MTTR — Mean Time to Resolution — is the average elapsed time from when a support ticket is opened to when it's resolved, measured across a defined period.
Customer Support Software
Customer support software is the system of record for handling inbound customer questions, complaints, and requests — typically combining a unified inbox, ticketing, knowledge base, automation, and analytics.
See csat (customer satisfaction score) in Bublly
Bublly bundles unified inbox, AI agents, ticketing, and analytics — covering everything in this glossary in one platform.
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