CSAT: measuring satisfaction at every touchpoint.
After support, after purchase, after onboarding. WiseData NPS has a native CSAT survey on a 1 to 5 scale, with the indicator calculated the way the market does it: the share of 4s and 5s.
- ✓Native CSAT survey on a 1 to 5 scale
- ✓The indicator is the share of satisfied customers (scores 4 and 5)
- ✓Send via Email, WhatsApp or the Embed widget on your website
- ✓AI classifies each comment: positive, neutral, or negative
- ✓Its own report tab, separate from NPS
- Authenticated email domain
- Meta API
What is CSAT
CSAT stands for Customer Satisfaction Score. It measures how satisfied a customer was with one specific experience: a support case, a purchase, a delivery, an onboarding. The question is direct, for example: "How would you rate the support you received today?", answered from 1 (very dissatisfied) to 5 (very satisfied).
How to calculate CSAT
CSAT is the share of satisfied customers. Count the responses that scored 4 or 5, divide by the total number of responses and multiply by 100. The result ranges from 0% to 100%.
- Satisfied: scores 4 and 5
- Scores 1, 2 and 3 count toward the total, but not as satisfied
- CSAT = (4 and 5 responses ÷ total responses) × 100
Worked example
After a week of support, 250 customers answered the survey: 120 scored 5, 70 scored 4, 30 scored 3, 18 scored 2 and 12 scored 1. Satisfied customers are 120 + 70 = 190. CSAT is 190 ÷ 250 × 100 = 76%.
What is a good CSAT
CSAT varies a lot by industry and by when the question is asked, so the best benchmark is your own score over time. As a starting reference:
- Below 60%: many customers leave dissatisfied; read the comments
- 60% to 80%: reasonable satisfaction, with clear room to improve
- Above 80%: a well-rated experience; the job is to keep it there
When to run a CSAT survey
CSAT works best close to the moment being rated, while the experience is still fresh in the customer's mind.
- Right after a support case or ticket is closed
- After a purchase is delivered
- At the end of onboarding or an implementation stage
- Add an open question: what drove your score?
CSAT, NPS and CES: the difference
All three are customer satisfaction metrics, but they answer different questions. CSAT measures satisfaction with one interaction. NPS measures loyalty and willingness to recommend, on a 0 to 10 scale. CES measures how much effort the customer needed to get something done. Many companies use CSAT at touchpoints and NPS to track the relationship as a whole.
Satisfaction isn't about asking once. It's about asking every time.
CSAT captures customer sentiment right after the experience. In WiseData NPS it is a survey type of its own: a 1 to 5 scale on the page, in the email and in the widget, with the satisfaction math kept apart from your NPS — the two numbers never mix.
The right scale everywhere
The five scores look the same on the public page, in the email body and in the website widget. Nobody gets a form offering a score the survey would reject.
Schedule with delay after the event
Send immediately, schedule for a specific date, set up recurrence, or apply a delay (1 hour, 1 day, 3 or 7 days) after the event. You capture feedback at the right moment.
CSAT and NPS in one account, never mixed
Each metric has its own report tab and its own dashboard card. A CSAT score of 5 never lands in your NPS calculation.
Know where support failed — before churn happens
Every dissatisfied response (score 1 or 2) opens a follow-up and enters the follow-up queue. The CX team sees it right away and can act in hours, not weeks.
AI-categorized comments
AI automatically classifies each response by sentiment and topic. You spot patterns without manually reading hundreds of comments.
Full export — your data is yours
Excel, CSV, and PDF with native charts. Filter by date, score, and channel, with the correct band label for each metric.
CSAT and post-interaction satisfaction FAQ
What is CSAT?
CSAT (Customer Satisfaction Score) measures, on a 1 to 5 scale, how satisfied a customer was with one specific interaction, such as a support case or a purchase.
How do you calculate CSAT?
Divide the number of 4 and 5 responses by the total number of responses and multiply by 100. With 190 scores of 4 or 5 out of 250 responses, CSAT is 76%.
What is a good CSAT score?
Above 80% is usually read as a well-rated experience, and below 60% calls for investigation. Since CSAT varies a lot by industry, the most useful benchmark is your own score over time.
What's the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction on a 1 to 5 scale, and the indicator is the share of 4s and 5s. NPS measures loyalty and advocacy on a 0 to 10 scale, and the indicator is the share of promoters minus detractors. They are different questions, and in WiseData NPS each one has its own survey type and its own report.
Does WiseData NPS have a CSAT survey with a 1–5 scale?
Yes. CSAT is a native survey type: you pick it when creating the survey and the 1 to 5 scale then applies across every channel, in response validation and in the indicator calculation.
When should I send a CSAT survey?
Right after the interaction: post-support, post-purchase, post-onboarding. The closer to the moment, the more accurate the feedback. Use the configurable delay to fire at the right time.
Can I send CSAT over WhatsApp?
You can. CSAT and CES go out through all four channels: Email, official WhatsApp, the Embed widget on your website and the App. The message templates are already approved by Meta, in Portuguese, English and Spanish.
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