## Definition of Customer Satisfaction Score The Customer Satisfaction Score (CSAT) is a [[Product Metric]] used to measure [[Customer Satisfaction]] with a product or service. It is typically measured on a scale of 1-5, where 5 is the highest level of satisfaction. ## Customer Satisfaction Score Formula & Calculation The CSAT score is calculated by taking the total number of customers who rate their satisfaction with the product or service at 4 or 5, and dividing it by the total number of customers surveyed. For example, if 100 customers are surveyed and 80 of them rate their satisfaction at 4 or 5, the CSAT score would be calculated as 80/100 = 0.8, or 80%.