CSAT: measure satisfaction at every interaction
Find out, right away, how satisfied your customer was.
Build Customer Satisfaction Score surveys and capture satisfaction right after each purchase, support call or delivery.
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The problem
Companies only notice a customer was unhappy when they complain publicly or cancel — by which point it is too late to turn it around.
- Dissatisfaction only surfaces as a complaint or a cancellation
- No idea which interactions cause the most frustration
- Long surveys nobody answers
- Feedback scattered across channels with no consolidation
- Teams with no clear satisfaction number to track
How Loyvox solves it
With Loyvox you ask one simple satisfaction question (stars or emojis) right after the interaction and follow the consolidated answers in real time, with filters by period.
Benefits
Answers at the right moment
Capture satisfaction right after the interaction, while memory is fresh.
Everything consolidated
Satisfaction answers gathered together, with the score distribution.
A short survey
One or two questions = a far higher response rate.
Filter and compare
Filter CSAT by period, channel or product.
How it works
Pick the scale
Stars, faces or a numeric score — you decide how to measure satisfaction.
Share after the interaction
Send the link by email, WhatsApp or QR right after the purchase or support call.
Follow it live
Satisfaction answers appear on the dashboard in real time.
Act on the weak points
Spot where satisfaction drops and fix the process.
How to calculate
Formula
CSAT = (satisfied answers ÷ total answers) × 100
"Satisfied" normally means the highest points on the scale you chose — for example, 4 and 5 on a 1-to-5 scale.
Step by step
Choose the scale
Decide which points count as "satisfied" (e.g. 4 and 5 on a 1-to-5 scale).
Add up the satisfied answers
Count how many answers fell on those higher points.
Divide by the total
Divide that number by the total number of answers and multiply by 100 to get a percentage.
Worked example
Hypothetical example, for illustration only
Imagine 50 answers on a 1-to-5 scale:
- 35 people answered 4 or 5 (satisfied)
- 15 people answered 1 to 3
How to interpret the result
- CSAT is always a number between 0% and 100% — the closer to 100%, the higher the share of satisfied answers.
- Because it measures a single interaction (not the whole relationship with the brand), CSAT tends to swing more from one survey to the next than NPS does — that is normal and does not necessarily point to a problem.
- Look at the trend by channel or interaction type: a steady CSAT overall can hide one particular channel getting worse.
Common mistakes
- Changing the scale from one survey to the next (from stars to numbers, for instance) — that breaks comparison over time.
- Sending the survey days after the interaction — the answer loses accuracy once the memory is no longer fresh.
- Treating CSAT and NPS as the same thing — CSAT measures one specific interaction, not overall loyalty to the brand.
Quick summary
| Formula | CSAT = (satisfied answers ÷ total answers) × 100 |
| Recommended frequency | Every interaction |
| Complexity level | Beginner |
Create your first survey in minutes — free, no card.
Create my CSAT survey freeSurvey examples
- Post-purchase CSAT
- Post-support CSAT (help desk)
- Delivery / logistics CSAT
- Onboarding CSAT
On your dashboard
- Distribution of satisfaction answers
- Answers by period and segment (via filters)
- Progress over time
- Customer comments
Frequently asked questions
How does the CSAT metric work?+
CSAT is the share of positive answers over the total. On Loyvox you collect the satisfaction answers and follow the distribution and the trend on the dashboard.
CSAT or NPS: which should I use?+
Use CSAT to measure specific interactions (a support call, a purchase) and NPS to measure overall loyalty to the brand. Ideally, combine both.
What is the best scale for CSAT?+
Scales of 1 to 5 (stars or faces) are the most common and the easiest to answer. What matters is keeping the same scale so you can compare over time.
When should I send the survey?+
Right after the interaction — the closer to the moment, the higher the response rate and the accuracy.
Is it free to build a CSAT survey?+
Yes. You create and publish it on the free plan and start measuring satisfaction right away.
Create my CSAT survey free
Create your survey in minutes, with AI, no code. Watch the answers arrive in real time.