Quick definition
CSAT (Customer Satisfaction Score) measures how satisfied customers are with a product, service, or interaction, usually via a short satisfaction survey.
Metrics
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CSAT, short for Customer Satisfaction Score, is a metric that captures how happy customers are with a specific experience — a purchase, a support interaction, or a product overall. It is typically gathered by asking a direct question such as "How satisfied were you?" on a rating scale, then calculating the percentage of respondents who chose the top, satisfied ratings. Because it is simple and immediate, CSAT is widely used to gauge sentiment at specific touchpoints, complementing broader loyalty metrics like NPS that look at longer-term advocacy rather than a single interaction.
Social channels are increasingly where customers voice satisfaction and complaints, so brands use CSAT surveys after social-based support interactions to check whether they resolved issues well. Satisfaction expressed publicly in comments, replies, and mentions is a qualitative companion to the numeric score. While CSAT itself comes from surveys rather than social platforms, teams often connect the two: a dip in CSAT can correspond with a rise in negative social chatter, and strong CSAT can be reinforced by encouraging satisfied customers to share testimonials and reviews.
CSAT is calculated by dividing the number of satisfied responses by total responses and expressing it as a percentage, though scales and thresholds vary between organisations, so definitions should be consistent internally. Its strength is immediacy and its limit is scope: it reflects a moment, not a relationship. For that reason it is best paired with NPS and customer-effort measures. Tracking CSAT by channel — including social support — highlights where experience is strong or weak, guiding where to invest in faster, better responses.
Where SocialKit fits
SocialKit doesn’t run satisfaction surveys, but by scheduling fast, consistent content and first comments across all 11 platforms, it helps you maintain the responsive, active presence that supports strong customer satisfaction.
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FAQ
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SocialKit posts to all 11 platforms from one calendar and tracks how every post performs, so the numbers explain themselves. Try it free for 7 days.
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