Customer Satisfaction Score (CSAT): Customer rating of support interaction.
Also known as: CSAT
Formula
CSAT = Positive responses / Total responses × 100Computable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
count(field.satisfaction_score where field.survey_type = 'customer' and field.satisfaction_score >= 4) / count(field.satisfaction_score where field.survey_type = 'customer')Unit: percent (the formula yields an unscaled ratio)
Notes: Positive is the top two ratings on a 5-point scale.
Data requirements
Grain: Per survey response · Frequency: Per response · Aggregation: event · Staged: no · Main source: Survey Tool.
| Field | Dataset | Type |
|---|---|---|
satisfaction_score | survey_response | integer |
survey_date | survey_response | date |
survey_type | survey_response | string |
Example SQL (Postgres)
SELECT (CAST((SELECT COUNT(satisfaction_score) FROM survey_response WHERE survey_date >= :period_start AND survey_date <= :period_end AND (survey_type = 'customer' AND satisfaction_score >= 4)) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(satisfaction_score) FROM survey_response WHERE survey_date >= :period_start AND survey_date <= :period_end AND survey_type = 'customer'), 0)) AS csat Access: recommended
sensitivity tier internal,
access scope department-scoped.
Guidance your policy engine enforces.
From an agent: with the GASP MCP server, call
lookup_metric({ "name": "Customer Satisfaction Score (CSAT)" }) or generate_query({ "metric": "Customer Satisfaction Score (CSAT)", "adapter": "<your adapter JSON>" }).
Benchmarks
- Below 70%: Poor, requires immediate attention
- 70-80%: Below average (B2B SaaS average is ~68-78%)
- 80-90%: Good
- 90%+: Excellent
- 95%+: World-class
What It Tells You
Customer perception of support quality.
Common Mistakes
- Low response rates (<10% makes data unreliable)
- Survey fatigue
- Not following up on negative feedback
Related Metrics
Connected in the GASP relationship graph.
Upstream: what drives this
- Ticket Volume reduces CSAT (Support)
- First Response Time reduces CSAT (Support)
- Uptime drives CSAT (Engineering)
Downstream: what this drives
- CSAT drives NPS (Core)