{"id":18649,"date":"2025-10-30T11:00:35","date_gmt":"2025-10-30T11:00:35","guid":{"rendered":"https:\/\/emplifistg.wpenginepowered.com\/?post_type=resource_posts&#038;p=18649"},"modified":"2025-11-17T06:47:55","modified_gmt":"2025-11-17T06:47:55","slug":"the-csat-metric","status":"publish","type":"resource_posts","link":"https:\/\/emplifi.io\/resources\/blog\/the-csat-metric\/","title":{"rendered":"Blog: The CSAT metric: What you need to know to measure &#038; improve satisfaction"},"content":{"rendered":"","protected":false},"featured_media":18650,"parent":3412,"menu_order":0,"template":"page-templates\/resource-blog.php","resource_topics_tax":[62,69],"resource_types_tax":[48],"resource_industries_tax":[18,17,404,105,106,107,108,109],"resource_visibility_tax":[],"class_list":["post-18649","resource_posts","type-resource_posts","status-publish","has-post-thumbnail","hentry","resource_topics_tax-customer-care","resource_topics_tax-voice-of-the-customer","resource_types_tax-blogs","resource_industries_tax-agencies","resource_industries_tax-consumer-packaged-goods","resource_industries_tax-high-education","resource_industries_tax-media-entertainment","resource_industries_tax-restaurants","resource_industries_tax-retail-ecommerce","resource_industries_tax-sports","resource_industries_tax-travel-hospitality"],"acf":{"page_cta_group":{"show_section":true,"use_global_cta":true,"section_subhead":"","section_headline":"","section_text_left":"","section_text_right":"","section_button":""},"awards_group":{"show_section":true,"use_global_awards_text":true,"section_subhead":"","section_headline":"","section_text":"","use_global_awards":true,"awards":false},"resource_description":"In this guide, we\u2019ll take a look at what CSAT is, how you can measure it, and 3 strategies you can use to give your CSAT score a boost.","hero_headline":"The CSAT metric: What you need to know to measure & improve satisfaction","content_builder":[{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Key points<\/h2>\n<ul>\n<li aria-level=\"1\">With the right timing, <strong>CSAT helps you spot both delight and dissatisfaction<\/strong> as it happens &#8211; not months later in a quarterly review.<\/li>\n<li aria-level=\"1\">Breaking results down by <strong>channel, agent, or product<\/strong> gives you a real understanding of what\u2019s driving satisfaction (and what isn\u2019t).<\/li>\n<li aria-level=\"1\">High scores come from <strong>giving agents the full customer context<\/strong>, automating repetitive tasks, and using data to fix root causes.<\/li>\n<li aria-level=\"1\"><strong>Automate routine queries with AI chatbots or FAQ bots<\/strong> that deliver quick, accurate answers so human agents can focus on what really moves the needle: empathy and resolution.<\/li>\n<\/ul>\n"},{"acf_fc_layout":"line","add_line":true},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>When it comes to understanding how customers feel about your brand, there\u2019s no faster pulse check than the Customer Satisfaction Score (CSAT).<\/p>\n<p>It tells you exactly how happy customers are after a specific interaction &#8211; whether that\u2019s a chat with your support team, a delivery experience, or a product purchase.<\/p>\n<p>With <a href=\"https:\/\/go.emplifi.io\/meeting-the-demands-of-modern-customer-with-social-proof\" target=\"_blank\" rel=\"noopener\">63% of consumers<\/a> leaving a brand due to poor customer experience, a CSAT survey could be the perfect way to see whether you\u2019re delivering or not.<\/p>\n<p>In this guide, we\u2019ll take a look at what CSAT is, how you can measure it, and 3 strategies you can use to give your CSAT score a boost.<\/p>\n<h2>What exactly is the CSAT metric?<\/h2>\n<p>If you\u2019ve ever ended a chat with \u201cHow satisfied were you with your experience today?\u201d, congratulations &#8211; you\u2019ve used a CSAT survey.<\/p>\n<p>For context, there are a few different acronyms used in the customer service world:<\/p>\n<ul>\n<li aria-level=\"1\"><strong>CSAT<\/strong> &#8211; Customer Satisfaction Score: transactional (after an interaction)<\/li>\n<li aria-level=\"1\"><strong>NPS<\/strong> &#8211; Net Promoter Score: relational (overall loyalty)<\/li>\n<li aria-level=\"1\"><strong>CES<\/strong> &#8211; Customer Effort Score: effort-based (how easy the transaction was)<\/li>\n<\/ul>\n<p>If you want to know how customers feel right now, CSAT is your go-to metric.<\/p>\n<p>Most CSAT surveys use a 1-5 or 1-10 scale to understand how satisfied a customer is. Each scale is simple, familiar, and quick for customers to answer.<\/p>\n<p>Here\u2019s how it typically looks:<\/p>\n<ul>\n<li aria-level=\"1\"><strong>Unsatisfied<\/strong> (<strong>1-2)<\/strong>: The experience didn\u2019t meet expectations.<\/li>\n<li aria-level=\"1\"><strong>Neutral (3) <\/strong>&#8211; Acceptable, but not great.<\/li>\n<li aria-level=\"1\"><strong>Satisfied (4-5)<\/strong> &#8211; Happy customers who\u2019d likely return or recommend you.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-18655\" src=\"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting.png\" alt=\"CSAT Satisfaction Score\" width=\"1200\" height=\"988\" srcset=\"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting.png 1200w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting-300x247.png 300w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting-1024x843.png 1024w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting-768x632.png 768w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting-24x20.png 24w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting-36x30.png 36w, https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Supporting-48x40.png 48w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p>Ideally, your customers will be giving you a 4-5 or 8-10. These are your truly satisfied customers &#8211; the ones driving loyalty and positive word of mouth.<\/p>\n<p>While a scale of 1-5 is more straightforward to work with, a scale of 1-10 can give you more nuance. Choose the scale that fits your business best &#8211; just be consistent so your results stay comparable over time.<\/p>\n<h2>What\u2019s a good CSAT score?<\/h2>\n<p>Most industries consider 70%-85% a strong benchmark, but it really depends on your sector and audience. Organizations like <a href=\"https:\/\/theacsi.org\/our-industries\/by-industry\/\" target=\"_blank\" rel=\"noopener\">The American Customer Satisfaction Index<\/a> break down the average CSAT by industry so you can get a good idea of what you should be aiming for.<\/p>\n<p>What matters most is that you\u2019re tracking improvement over time and identifying what\u2019s driving change. If your CSAT is trending up month-on-month, you\u2019re doing something right.<\/p>\n<h2>How to accurately measure your CSAT score<\/h2>\n<p>Nailing your CSAT score takes consistency. You\u2019ll need to make sure you have a standard procedure for every CSAT request, if you want your results to be accurate.<\/p>\n<p>Here\u2019s how:<\/p>\n<ul>\n<li aria-level=\"1\"><strong>Ask the right question:<\/strong> Keep it short and specific &#8211; \u201cHow satisfied were you with your purchase today?\u201d or \u201cHow satisfied were you with the support you received on our live chat?\u201d and include a simple 1-5 or 1-10 scale for your customer.<\/li>\n<li aria-level=\"1\"><strong>Send it at the right time:<\/strong> Timing is everything when it comes to customer feedback. You want to understand how your brand made them feel in that exact moment. Trigger CSAT surveys right after key touchpoints like a support chat, a purchase, or a product delivery.<\/li>\n<li aria-level=\"1\"><strong>Do the math:<\/strong> The standard formula for CSAT surveys is: (Number of Satisfied Customers \u00f7 Total Responses) \u00d7 100 = CSAT%<\/li>\n<li aria-level=\"1\"><strong>Break down the data:<\/strong> The more results you collect from CSAT surveys, the more you can segment it to see insights from each area of your customer success strategy. You\u2019ll be able to see customer satisfaction across different channels (chat, social, email, phone), product type, and teams.<\/li>\n<\/ul>\n<p>Taking the time to get your CSAT process right can help you see what\u2019s working &#8211; and what\u2019s not &#8211; in seconds.<\/p>\n"},{"acf_fc_layout":"cta","cta_image":{"ID":15571,"id":15571,"title":"EMP847-Delivering Exceptional Customer Service on SM - Feature - 1200 x 600","filename":"EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600.png","filesize":1138359,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600.png","link":"https:\/\/emplifi.io\/resources\/blog\/social-media-customer-service\/emp847-delivering-exceptional-customer-service-on-sm-feature-1200-x-600\/","alt":"","author":"3","description":"","caption":"","name":"emp847-delivering-exceptional-customer-service-on-sm-feature-1200-x-600","status":"inherit","uploaded_to":13664,"date":"2025-07-15 12:52:10","modified":"2025-07-15 12:52:10","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/emplifi.io\/wp-includes\/images\/media\/default.png","width":1200,"height":600,"sizes":{"thumbnail":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-300x150.png","medium-width":300,"medium-height":150,"medium_large":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-768x384.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-1024x512.png","large-width":1024,"large-height":512,"1536x1536":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600.png","1536x1536-width":1200,"1536x1536-height":600,"2048x2048":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600.png","2048x2048-width":1200,"2048x2048-height":600,"fullscreen":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600.png","fullscreen-width":1200,"fullscreen-height":600,"menu-24x24":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-24x12.png","menu-24x24-width":24,"menu-24x24-height":12,"menu-36x36":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-36x18.png","menu-36x36-width":36,"menu-36x36-height":18,"menu-48x48":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/04\/EMP847-Delivering-Exceptional-Customer-Service-on-SM-Feature-1200-x-600-48x24.png","menu-48x48-width":48,"menu-48x48-height":24}},"cta_headline":"CSAT scores that speak for themselves","cta_text":"See how Emplifi helps your teams respond instantly, personalize every touchpoint, and drive real CSAT impact.","cta_button":{"title":"Talk to an expert","url":"https:\/\/emplifi.io\/talk-to-an-expert\/","target":"_blank"}},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Measuring CSAT on social media<\/h2>\n<p>Your social channels are often the first place customers share how they really feel about your brand &#8211; whether it\u2019s a glowing review, a quick question, or a public complaint &#8211; with <a href=\"https:\/\/emplifi.io\/resources\/consumer-brand-social-engagement-2025-survey\/\" target=\"_blank\" rel=\"noopener\">55% of frequent social media users<\/a> jumping straight to Facebook for customer service-related issues.<\/p>\n<p>Because interactions happen in real time, social media gives you an instant window into customer satisfaction that traditional surveys can miss.<\/p>\n<p>But that immediacy is a two-way street. Customers expect brands to move just as fast. A <a href=\"https:\/\/go.emplifi.io\/meeting-the-demands-of-modern-customer-with-social-proof\" target=\"_blank\" rel=\"noopener\">recent Emplifi survey<\/a> found that slow response time was rated as the leading contributor to a negative experience with a brand, followed by a lack of 24\/7 customer service support. And when brands fall short, customers don\u2019t wait around &#8211; they move on to the ones that deliver the experience they expect.<\/p>\n<h2>Why social media matters for CSAT<\/h2>\n<p>Tracking CSAT on social channels helps you:<\/p>\n<ul>\n<li aria-level=\"1\"><strong>Catch issues early:<\/strong> Public posts often highlight emerging problems before they reach support tickets.<\/li>\n<li aria-level=\"1\"><strong>Spot moments of delight:<\/strong> A positive tweet or comment can validate what\u2019s working in your customer experience.<\/li>\n<li aria-level=\"1\"><strong>Benchmark satisfaction across channels:<\/strong> Comparing social, chat, and email CSAT results reveals how consistent your brand experience really is.<\/li>\n<\/ul>\n<p>With <a href=\"https:\/\/go.emplifi.io\/meeting-the-demands-of-modern-customer-with-social-proof\" target=\"_blank\" rel=\"noopener\">52% of consumers<\/a> saying they expect a response on digital channels within the hour, it\u2019s worth addressing problems as quickly as you can.<\/p>\n<h2>How to measure CSAT on social<\/h2>\n<p>Just like any other customer interaction, you can measure satisfaction after a social exchange.<\/p>\n<p>Here\u2019s how:<\/p>\n<ol>\n<li aria-level=\"1\"><strong>Send quick post-interaction surveys: <\/strong>After resolving a direct message or comment, follow up with a one-click CSAT survey.<\/li>\n<li aria-level=\"1\"><strong>Pair CSAT with <a href=\"https:\/\/emplifi.io\/resources\/blog\/sentiment-analysis\/\" target=\"_blank\" rel=\"noopener\">sentiment analysis<\/a>:<\/strong> Combine structured survey data with <a href=\"https:\/\/emplifi.io\/resources\/blog\/social-listening-guide\/\" target=\"_blank\" rel=\"noopener\">social listening<\/a> insights to capture the full emotional picture.<\/li>\n<li aria-level=\"1\"><strong>Track by channel:<\/strong> Measure differences between networks like Instagram, Facebook, X (formerly Twitter), and TikTok to understand where your response strategy is strongest.<\/li>\n<\/ol>\n<p>Emplifi\u2019s <a href=\"https:\/\/emplifi.io\/solutions\/social-media-customer-service\/\" target=\"_blank\" rel=\"noopener\">Voice of Customer solution<\/a> allows you to dive further into customer feedback with customizable surveys to send immediately after a purchase or interaction.<\/p>\n<p>Integrating seamlessly with your Emplifi ecosystem, you\u2019ll get a full overview of your customer journey to understand what\u2019s making your customers happy, and what\u2019s making them frustrated.<\/p>\n<p>Proactive survey alerts flag unusual patterns or sudden drops in satisfaction, so your team can act fast to resolve issues before they escalate.<\/p>\n<p>Combined with Emplifi\u2019s analytics and reporting tools, you\u2019ll have the context you need to understand not just what your customers are saying, but why they\u2019re saying it.<\/p>\n<h2>3 Essential strategies to boost your CSAT<\/h2>\n<p>Customer satisfaction can make or break your brand\u2019s reputation, with <a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html\" target=\"_blank\" rel=\"noopener\">73%<\/a> saying it\u2019s an important factor in their purchasing decisions.<\/p>\n<p>If your CSAT results need improvement, here\u2019s how you can give your score a boost:<\/p>\n<h3>1. Give your agents the full context<\/h3>\n<p>Customers don\u2019t want to repeat themselves. They expect seamless customer care, where every interaction feels connected. When agents have full context &#8211; across social, chat, email, and CRM &#8211; they can respond faster, and show genuine empathy with a customer\u2019s concerns.<\/p>\n<p><strong>Your next move:<\/strong> A platform like<a href=\"https:\/\/emplifi.io\/product\/social-customer-care\/\" target=\"_blank\" rel=\"noopener\"> Emplifi Care<\/a> brings all channels and customer data into one view, so your team always has the full story.<\/p>\n<h3>2. Automate the simple<\/h3>\n<p>Your best agents should spend time solving complex, high-value issues &#8211; not answering \u201cWhere\u2019s my order?\u201d 100 times a day.<\/p>\n<p>Automate routine queries with AI chatbots or FAQ bots that deliver quick, accurate answers. That way, your human agents can focus on what really moves the needle: empathy and resolution.<\/p>\n<p><strong>Your next move:<\/strong> Invest in a chatbot that balances automation with a human touch. <a href=\"https:\/\/emplifi.io\/product\/customer-service-chatbot\/\" target=\"_blank\" rel=\"noopener\">Emplifi\u2019s AI Chatbots<\/a> could be just the thing for your team.<\/p>\n<h3>3. Convert data into decisions<\/h3>\n<p>CSAT data, particularly from social media, can help you build out a comprehensive roadmap. Patterns in your mentions, comments, and DMs can highlight where your processes or messaging need attention.<\/p>\n<ul>\n<li aria-level=\"1\">Are customers consistently frustrated about delivery delays?<\/li>\n<li aria-level=\"1\">Are certain product lines drawing more positive sentiment?<\/li>\n<li aria-level=\"1\">Do customers who receive faster replies rate your brand higher?<\/li>\n<\/ul>\n<p>With all that insight in one place, your team can prioritize improvements that have the biggest impact on real-world satisfaction.<\/p>\n<p><strong>Your next move:<\/strong> Bring your social, chat, and email interactions together in one platform &#8211; like <a href=\"https:\/\/emplifi.io\/solutions\/social-media-customer-service\/\" target=\"_blank\" rel=\"noopener\">Emplifi\u2019s Customer Care solution<\/a> &#8211; to get a complete picture of how customers feel across every channel, in real time.<\/p>\n<h2>Case study: How Freshpet raised the bar on customer satisfaction<\/h2>\n<p><a href=\"https:\/\/emplifi.io\/customers\/freshpet-success\/\" target=\"_blank\" rel=\"noopener\">Freshpet\u2019s<\/a> team needed a unified view of customer conversations across social, chat, and digital channels. They found exactly that in <a href=\"https:\/\/emplifi.io\/solutions\/social-media-customer-service\/\" target=\"_blank\" rel=\"noopener\">Emplifi Service<\/a> where team members could track consumer data across all their touchpoints. It brought every channel into one workspace, making it easier for one colleague to pick up where another left off.<\/p>\n<p>The results are clear. Freshpet has saved time and money by having customer data centralized, rather than jumping between tabs to find the information they need. And they\u2019ve been able to reduce the amount of team members they have doing the same job.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Emplifi supports us every day, in everything that we do. Our spokes on the wheel are integrated with (Emplifi) Agent, making it easy for our teams to enter the correct data, which in turn helps with accurate reporting.","quote_author":"Lisa Diehl","quote_author_description":"Consumer Care, Director"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Ready to raise your CSAT?<\/h2>\n<p>Customer success can be difficult, especially if your team doesn\u2019t have access to the full context they need. But a CSAT survey can help you see what\u2019s working, and what\u2019s not, almost instantly.<\/p>\n<p>By bringing all your customer conversations, data, and satisfaction insights into one unified platform, Emplifi helps your teams deliver seamless, empathetic service at every touchpoint.<\/p>\n<p><a href=\"https:\/\/emplifi.io\/demo\/\" target=\"_blank\" rel=\"noopener\">Get a demo with Emplifi<\/a> and see how you can turn every interaction into a moment of satisfaction.<\/p>\n"}],"sidebar_type":"sticky","sidebar_builder":[{"acf_fc_layout":"table_of_contents","title":"TABLE OF CONTENTS","type":"automatic","links":false}],"resource_feed_group":{"show_section":true,"section_subhead":"","section_headline":"Insights from Emplifi","section_text":"<p>Explore our latest blogs and comprehensive guides designed to help you master customer experience strategies and drive growth.<\/p>\n","feed_type":"resources","use_recent_resources":true,"topic_filter":51,"resources":false,"custom_links":false},"remove_gtm":false,"custom_card_title":"The CSAT metric: What you need to know to measure & improve satisfaction","hero_hide_subhead":false,"left_sidebar_add_cta":true,"faqs_group":{"show_section":true,"section_subhead":"","section_headline":"","section_text":"","faqs":[{"title":"How often should I collect CSAT feedback?","content":"<p><span style=\"font-weight: 400;\">After every key customer interaction. That could mean post-purchase, after a support chat, or following a delivery update. Frequent, bite-sized surveys give you a constant stream of insight &#8211; and prevent <\/span><a href=\"https:\/\/emplifi.io\/resources\/blog\/sentiment-analysis\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">customer sentiment<\/span><\/a><span style=\"font-weight: 400;\"> from going stale.<\/span><\/p>\n"},{"title":"What\u2019s the best way to increase a low CSAT score?","content":"<p><span style=\"font-weight: 400;\">Start by looking at patterns in your data. Are customers frustrated on one channel or with a certain product line? Use automation for quick fixes, give agents the full customer view, and make sure feedback loops reach the right teams so issues get solved fast.<\/span><\/p>\n"},{"title":"How does technology help improve CSAT?","content":"<p><span style=\"font-weight: 400;\">An integrated platform, like Emplifi\u2019s <\/span><a href=\"https:\/\/emplifi.io\/product\/social-customer-care\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">customer care solution<\/span><\/a><span style=\"font-weight: 400;\">, brings all your channels, data, and insights into one view. That means agents can deliver superior service without switching tabs &#8211; and leaders can see exactly how every interaction affects satisfaction and ROI.<\/span><\/p>\n"},{"title":"How do I calculate my CSAT score?","content":"<p data-start=\"485\" data-end=\"716\">Use this formula: <strong data-start=\"503\" data-end=\"570\">(Number of satisfied customers \u00f7 Total responses) \u00d7 100 = CSAT%<\/strong>. Keep the question simple and consistent like: \u201cHow satisfied were you with your experience today?\u201d and send it right after the interaction.<\/p>\n"},{"title":"What\u2019s considered a good CSAT score?","content":"<p>Most industries see 70\u201385% as a strong benchmark, but what matters most is steady improvement over time. Track your results monthly to spot trends and see what\u2019s driving satisfaction.<\/p>\n"}],"disclaimer_text":"","add_additional_sections":false,"additional_faq_sections":false},"hero_read_time":"5","hero_button":{"title":"Talk to an expert","url":"https:\/\/emplifi.io\/talk-to-an-expert\/","target":""},"left_sidebar_cta_headline":"Give your agents the context, tools, and automation they need to respond with empathy, and watch your CSAT scores soar.","left_sidebar_cta_text":"","left_sidebar_cta_button":{"title":"Talk to an expert","url":"https:\/\/emplifi.io\/talk-to-an-expert\/","target":""},"sidebar_left_featured_resource":1623,"hero_image":{"ID":18650,"id":18650,"title":"EMP953-Blog [CSAT what you need to know and measure] Feature","filename":"EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature.png","filesize":1100728,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature.png","link":"https:\/\/emplifi.io\/resources\/blog\/the-csat-metric\/emp953-blog-csat-what-you-need-to-know-and-measure-feature\/","alt":"Customer service team helping consumers with their enquiries","author":"45","description":"","caption":"","name":"emp953-blog-csat-what-you-need-to-know-and-measure-feature","status":"inherit","uploaded_to":18649,"date":"2025-10-29 22:23:44","modified":"2025-10-29 22:24:06","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/emplifi.io\/wp-includes\/images\/media\/default.png","width":1200,"height":600,"sizes":{"thumbnail":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-300x150.png","medium-width":300,"medium-height":150,"medium_large":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-768x384.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-1024x512.png","large-width":1024,"large-height":512,"1536x1536":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature.png","1536x1536-width":1200,"1536x1536-height":600,"2048x2048":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature.png","2048x2048-width":1200,"2048x2048-height":600,"fullscreen":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature.png","fullscreen-width":1200,"fullscreen-height":600,"menu-24x24":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-24x12.png","menu-24x24-width":24,"menu-24x24-height":12,"menu-36x36":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-36x18.png","menu-36x36-width":36,"menu-36x36-height":18,"menu-48x48":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/10\/EMP953-Blog-CSAT-what-you-need-to-know-and-measure-Feature-48x24.png","menu-48x48-width":48,"menu-48x48-height":24}},"author":16334},"_links":{"self":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_posts\/18649","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_posts"}],"about":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/types\/resource_posts"}],"up":[{"embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_posts\/3412"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/media\/18650"}],"wp:attachment":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/media?parent=18649"}],"wp:term":[{"taxonomy":"resource_topics_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_topics_tax?post=18649"},{"taxonomy":"resource_types_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_types_tax?post=18649"},{"taxonomy":"resource_industries_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_industries_tax?post=18649"},{"taxonomy":"resource_visibility_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_visibility_tax?post=18649"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}