CSAT measures satisfaction with one specific interaction on a 5-point scale—the question design, timing window and reporting that make it work.
CSAT asks how satisfied someone was with one touchpoint—a session, a purchase, a support ticket—usually on a 5-point scale, reported as the % satisfied (top two boxes). Unlike NPS it is transactional and instantly actionable.
CSAT = (# top-2-box responses / total responses) × 100.
Post-workshop CSAT 86% with the pacing item at 3.1/5—actionable next week, where an NPS would just shrug.
After any discrete interaction, within 24 hours while memory is warm. Stack CSAT items per journey stage to find the leaky one.
Report the scale, not just the headline %—"4.2 average" and "86% satisfied" describe different realities on the same data.
CSAT for transactions, NPS for relationships. A workshop gets CSAT; a coaching retainer gets NPS.
Ask one question at the natural moment of completion—in-tool, in-room—rather than a follow-up email.
Turn the concept into a live assessment：CSAT (Customer Satisfaction Score)
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