What is the difference between CSAT and NPS?

NPS measures overall loyalty and likelihood to recommend. CSAT measures satisfaction with a specific interaction. Use NPS for big-picture sentiment tracking. Use CSAT for tactical feedback on specific parts of the experience.

When should I send CSAT surveys?

Send CSAT immediately after the relevant interaction. After a support ticket is resolved. After using a new feature for the first time. After completing onboarding. The closer to the experience, the more accurate the feedback.

What is a good CSAT score?

CSAT above 80% is typically considered good. Above 90% is excellent. Below 70% indicates significant issues with that touchpoint. Compare scores across different interaction types to prioritize improvements.

What is CSAT Email? - Definition & Guide

Definition

CSAT (Customer Satisfaction) emails ask customers to rate their satisfaction with a specific interaction, feature, or experience. Unlike NPS which measures overall loyalty, CSAT measures satisfaction with particular touchpoints. These surveys help identify which parts of your product or service need improvement.

Why It Matters

CSAT provides actionable, specific feedback that NPS cannot. A customer might be an NPS promoter but unhappy with a specific feature. CSAT catches these details. By surveying after specific interactions (support tickets, feature launches, onboarding), you get feedback you can directly act on to improve those experiences.

How It Works

Send a survey after a specific interaction asking how satisfied the customer was, typically on a 1-5 or 1-7 scale. Trigger CSAT emails after support interactions, feature usage, or milestone completion. Calculate CSAT as the percentage of respondents who are satisfied (typically 4-5 on a 5-point scale).

Best Practices

1Send CSAT immediately after the interaction while it is fresh
2Keep surveys very short (one question plus optional comment)
3Trigger CSAT after specific events, not randomly
4Follow up on low CSAT scores to understand and fix issues
5Track CSAT by interaction type to identify problem areas
6Avoid survey fatigue by not over-surveying the same customers
7Use CSAT trends to measure improvement initiatives

Event-Triggered Surveys

Send CSAT surveys after specific product events. Segment subscribers by satisfaction and trigger appropriate follow-ups.

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