CSAT or Customer Satisfaction Score is a customer satisfaction metric used to gauge how satisfied a customer is with a particular interaction, process, or overall experience.
The CSAT score is assessed by asking customers to rate their overall satisfaction with a product, service, or specific interaction typically on a five-point scale with 1 being very unsatisfied and 5 being very satisfied.
CSAT looks specifically at the percentage of happy customers. For a 5-point scale (Very unsatisfied , Unsatisfied, Neutral, Satisfied, Very satisfied ), this means looking at the 4 to 5 ratings.
CSAT: (Total Number of 4 and 5 responses)/(Number of total responses) x 100 = % of satisfied customers.
In the case of onboarding, the customer satisfaction score can be both — a relationship metric, and an experience metric.
It can be a relationship or end-to-end metric when you want to, say, understand your onboarding team’s success in serving customers through the entire onboarding journey.
As an experience or touchpoint metric, you can use it to capture feedback after critical value-delivery milestones.