Operations / Cash

Customer Satisfaction Score (CSAT)

2026-05-31 6 min read

Customer Satisfaction Score (CSAT) measures satisfaction with a specific interaction or product feature — typically via a 1–5 or 1–7 scale immediately after the event. Formula: % of respondents selecting 4–5 (or 6–7). CSAT is most useful for support interaction quality and feature-level satisfaction, where the question is concrete and the response window is short. Best-in-class support CSAT: 90%+. Product-level CSAT: 75–90%.

TL;DR

<strong>Customer Satisfaction Score (CSAT)</strong> measures satisfaction with a specific interaction or product feature — typically via a 1–5 or 1–7 scale immediately after the event. Formula: % of respondents selecting 4–5 (or 6–7). CSAT is most useful for support interaction quality and feature-level satisfaction, where the question is concrete and the response window is short. Best-in-class support CSAT: 90%+. Product-level CSAT: 75–90%.

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Sources

Definitions and benchmarks reference primary sources from the Financial Planning pillar. Verified at publication.

  1. 1 AFP Treasury Benchmarks 2025 — Association for Financial Professionals, 2025. View source .
  2. 2 Bessemer Burn Multiple Study — Bessemer Venture Partners, 2024. View source .
  3. 3 OpenView SaaS Benchmarks — OpenView Partners, 2025. View source .

Fairview cites primary sources only — government data, academic research, industry benchmarks from named publishers, and official vendor documentation. See our editorial standards.