E-commerce Glossary

Customer Satisfaction Score (CSAT)

Direct measure of a customer's satisfaction after an interaction or a purchase.

CSAT (Customer Satisfaction Score) measures the immediate satisfaction of a customer after an experience: purchase, delivery, support contact. The typical question is: how do you rate your satisfaction, on a scale of 1 to 5 or 1 to 10.

Calculation: CSAT = (Satisfied customers / Total respondents) x 100. Satisfied customers are those who give 4 or 5 out of 5 (or 7+ out of 10). A CSAT above 80% is considered excellent for an e-commerce.

CSAT is more tactical than NPS: it measures a precise touchpoint rather than overall sentiment. It helps quickly identify operational issues (delivery delays, product quality, poor support).

Fullmetrix displays CSAT scores in your dashboards and correlates them with products, carriers, and acquisition channels to identify operational improvement levers.

Related terms

AOV (Average Order Value)Average amount spent per order in your store.See definition ARPU (Average Revenue Per User)Average revenue generated per user over a given period.See definition Blended CACAverage acquisition cost including all marketing channels.See definition Blended ROASOverall return on all advertising spend combined.See definition CAC (Customer Acquisition Cost)Total cost to acquire a new customer.See definition Churn RatePercentage of customers lost over a given period.See definition
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