How CSAT works
CSAT asks one question right after a specific moment: “How satisfied were you with …?” Users answer on a scale, most often 1–5.
CSAT = satisfied responses (4 and 5) ÷ all responses × 100
Example: after support chats in March, 200 users answered the survey and 170 picked 4 or 5. CSAT = 170 ÷ 200 × 100 = 85%.
When app teams use it
- After a support conversation — the classic use. It tells you how good your answers are, not how good the app is.
- After a key task — finishing onboarding, a first export, a checkout.
- After an update — a one-question survey to new versions only.
Keep it to one question, plus an optional “Why?” text field. The text is often worth more than the number.
CSAT vs NPS vs CES
| Metric | Question | Measures |
|---|---|---|
| CSAT | How satisfied were you with …? | One interaction or moment |
| NPS | How likely are you to recommend us? | Overall loyalty |
| CES | How easy was it to …? | Effort for a task |
The public CSAT: your star rating
App stores run a satisfaction survey for you, in public: the app rating. Unlike an internal survey, everyone sees it before installing, and it affects app store ranking. Read the low ratings like low CSAT answers — find the cause, fix it, and reply with a developer response.
Tips
- Ask right after the moment you measure, not days later.
- Report CSAT by topic (billing, bugs, how-to) to see where satisfaction drops.
- Don’t only survey happy users — that’s the same mistake as review gating.
- Combine it with the voice of the customer: the score tells you how much, the comments tell you why.
More on support in the guide to in-app customer support.