--- title: "CSAT: what it is and how to calculate it | attendo" description: "What CSAT or customer satisfaction score is, how to calculate it, what it does and does not measure, when to ask and the mistake of looking only at the score." url: "https://attendo.me/en/glossary/csat" lang: "en" --- # CSAT: what it is and how to calculate customer satisfaction Also known as: Customer satisfaction score CSAT (customer satisfaction score) measures how a customer rates a specific interaction, such as a visit or a closed case, using the score they give right afterward. How to calculate it CSAT = positive ratings ÷ ratings received × 100 ## How to calculate it You ask “how would you rate the service you received?” on a short scale, often 1 to 5. The top scores count as positive: 4 and 5. With 200 responses and 160 positive ones, CSAT is 80%. ## What it measures and what it does not It measures how **that** interaction went. It does not measure loyalty: a customer can rate every visit highly and still leave because the price or the product does not work for them. That is what [NPS](https://attendo.me/en/glossary/nps) is for. ## When to ask Right at closing, while the customer still remembers what happened. A survey that arrives a week later measures something else: what they remember of a service they have nearly forgotten. ## The usual mistake Looking only at the percentage. An 85% CSAT says little if you do not know who the other 15% are. Every low score is a case to handle: who helped them, what happened and what you do about that customer. And checked against [reopened tickets](https://attendo.me/en/glossary/reopened-ticket), it tells you whether the problem was really solved. ## In attendo With [satisfaction surveys](https://attendo.me/en/modules/surveys), the customer rates from 0 to 10 at closing, inside the email, by text message or on WhatsApp. A score of 6 or lower opens a recovery case, and satisfaction is reported by agent, technician and customer. - [attendo Customer Service](https://attendo.me/en/customer-service) ## Where it is used in attendo ### Modules - [Satisfaction surveys](https://attendo.me/en/modules/surveys): Ask for feedback on closing and turn a low score into work - [Reports and dashboards](https://attendo.me/en/modules/reports-and-dashboards): Reports and dashboards for every area, with today’s data ### Industries that use these modules - [Hospitality, retail and multi-site](https://attendo.me/en/industries/multi-site-operations) - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance) - [IT services and MSPs](https://attendo.me/en/industries/it-services) - [Consulting and professional services](https://attendo.me/en/industries/professional-services) - [And any other business](https://attendo.me/en/industries) ## Related terms Customer service ### NPS Net Promoter Score NPS (Net Promoter Score) measures how likely your customers are to recommend you, based on a single question scored from 0 to 10. Support and service ### Reopened ticket Ticket reopen A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back. Sales and customers ### Churn Customer churn · churn rate Churn is the loss of existing customers, usually because they do not renew their contract. ### On the blog #### Satisfaction surveys customers actually answer: CSAT, NPS and CES Many surveys fail before they are sent: they ask too much, arrive too late or use the wrong channel. And when someone answers with a 3, nothing happens. Here is how to design them so they get answered and get used. 4 min read [See all 53 glossary terms](https://attendo.me/en/glossary) ## Shall we look at it with your data? We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)