CSAT (Customer Satisfaction Score)

CSAT, or Customer Satisfaction Score, is a widely used metric in market research that measures how satisfied customers are with a product, service, or overall experience. It is typically captured through a short survey asking respondents to rate their satisfaction on a numerical or verbal scale, for example from 1–5 or 'very dissatisfied' to 'very satisfied.'

CSAT surveys are often conducted immediately after a transaction, service interaction, or product use, allowing organisations to gather timely feedback. The resulting scores are usually expressed as a percentage of satisfied customers (those selecting the top two or three points on the scale) relative to the total number of respondents.

For example, if 80 out of 100 respondents rate their experience as 'satisfied' or 'very satisfied,' the CSAT score would be 80%.

Uses in market research:

Monitoring customer satisfaction over time.
Identifying areas of service or product improvement.
Comparing satisfaction across different customer segments, channels, or touchpoints.
Benchmarking performance against competitors or industry standards.

CSAT is often used alongside other metrics, such as Net Promoter Score (NPS) or Customer Effort Score (CES), to provide a fuller picture of customer experience. DJS Research regularly employs CSAT surveys in both B2B and consumer research projects to help clients understand satisfaction levels and drive improvements.

Why partner with DJS Research?

We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.

From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.

Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.

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Contact us today to discuss your next market research project and discover how we could become a valuable extension of your team.

Contact us today to discuss your next market research project and discover how we could become a valuable extension of your team.