Customer Satisfaction Score (CSAT): Customer rating of support interaction.
Also known as: CSAT
Formula
CSAT = Positive responses / Total responses × 100Benchmarks
- Below 70%: Poor, requires immediate attention
- 70-80%: Below average (B2B SaaS average is ~68-78%)
- 80-90%: Good
- 90%+: Excellent
- 95%+: World-class
What It Tells You
Customer perception of support quality.
Common Mistakes
- Low response rates (<10% makes data unreliable)
- Survey fatigue
- Not following up on negative feedback
Related Metrics
Connected in the GASP relationship graph.
Downstream — what this drives
- Support Quality reduces Churn Rate (Core)
- Support Quality drives NPS (Core)
- Support Quality drives Health Score (Customer Success)
GASP Standard v1 · Last updated