# Customer satisfaction score (CSAT)

> CSAT is the percentage of customers who rate a specific interaction as satisfactory, usually captured immediately after that interaction.

_Category: Metrics · Updated 2026-08-15 · By Elizabeth Davis_

Source: https://happyreplies.com/glossary/csat

CSAT is transactional where NPS is relational: it tells you whether last Tuesday's service was good, not whether the customer will return.

It is the more useful of the two for diagnosing which part of the operation is generating negative reviews, because it is anchored to a specific touchpoint.

## In practice

Map your CSAT touchpoints to the complaint themes in your reviews. Where they disagree, the review is usually the more honest signal.

## FAQ

### Is CSAT better than NPS?

For operational diagnosis, yes. For tracking overall relationship health over years, NPS trends are easier to compare.

## Related terms

- https://happyreplies.com/glossary/net-promoter-score
- https://happyreplies.com/glossary/review-management