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Campaign Types

CSAT Email

Emails requesting Customer Satisfaction scores after specific interactions or experiences.

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.

Learn More

Frequently Asked Questions

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.

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.

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.