Customer satisfaction (CSAT)

CSAT (customer satisfaction) is a key metric that measures how satisfied customers are with a product, service, or experience. It’s typically collected through surveys that ask users to rate their satisfaction on a scale (for example, 1–5), and it provides valuable insight into customer sentiment, product quality, and overall user experience.

CSAT is one of the most widely used indicators of customer health and plays a critical role in retention, advocacy, and long-term revenue growth.

Why CSAT matters

Measuring and improving CSAT helps companies:

• Improve customer retention – Satisfied customers are more likely to renew and expand usage.
• Identify areas for improvement – Feedback highlights where experiences fall short.
• Boost referrals and advocacy – Happy customers are more likely to recommend your product.
• Track the impact of initiatives – Monitor how changes to product, onboarding, or support affect satisfaction.

Ignoring CSAT can lead to missed opportunities to fix issues before they impact adoption and revenue.

How to calculate CSAT

The CSAT formula is:

CSAT = (Number of Satisfied Responses ÷ Total Responses) × 100

For example, if 80 out of 100 respondents rate their satisfaction as 4 or 5, your CSAT score is 80%.

How Instruqt helps improve CSAT

Instruqt boosts CSAT by creating seamless, engaging, and impactful user experiences across the customer lifecycle. With Instruqt, companies can:

• Deliver hands-on onboarding – Help users succeed quickly through real-world practice.
• Offer ongoing learning opportunities – Keep customers engaged and confident as they explore advanced use cases.
• Monitor engagement data – Identify where customers struggle and refine experiences.
• Reduce friction – Eliminate setup and complexity with browser-based environments.

By improving how customers learn, adopt, and succeed, Instruqt helps companies raise satisfaction and build lasting loyalty.

Final thoughts

CSAT is more than a score — it’s a reflection of how well a company delivers on its promises. Monitoring and improving it is essential to driving adoption, retention, and advocacy.

Instruqt empowers companies to deliver exceptional customer experiences that directly impact satisfaction and long-term growth.