CSAT Survey Tool
Customer Satisfaction Score Software
Segmented by User, Feature & Plan
Run CSAT surveys after every interaction. Link each score to a real user. Segment by support agent, feature, plan tier, or any attribute - and know exactly what to fix.
No credit card required
What is CSAT?
Customer Satisfaction Score measures how satisfied a customer was with a specific interaction - a support ticket, an onboarding session, a feature, or a product update.
The CSAT Question
"How satisfied are you with [interaction]?"
A follow-up open-text question - "What could we have done better?" - turns the rating into a specific action item.
How CSAT is Calculated
Formula
Only ratings of 4 and 5 count as satisfied. 1, 2, and 3 are excluded from the positive count.
Example: 85 out of 100 users rated 4 or 5 → CSAT 85%
What is a Good CSAT Score?
CSAT benchmarks for SaaS - and what each range means for your product and support teams.
Serious dissatisfaction. Identify the specific interaction or feature driving low scores immediately.
Below average. Segment to find which touchpoints are dragging the score down.
Solid satisfaction. Focus on understanding what drives the 10–20% who rated low.
World-class. Protect this by monitoring CSAT per feature and per support agent.
Support CSAT benchmarks higher than product CSAT. A support CSAT below 85% is a warning sign. Product CSAT below 75% typically signals a usability or value problem. Always compare like-for-like - don't mix support and product scores in the same metric.
CSAT vs NPS
When to Use Each
They measure different things. Use both - they answer different questions.
CSAT
Transactional - measures a moment
→ When: After a specific interaction
→ Question: "How satisfied were you with [X]?"
→ Scale: 1–5
→ Score: % of 4s and 5s
→ Best for: Support quality, onboarding, feature launches
→ Frequency: Triggered after each touchpoint
NPS
Relationship - measures overall loyalty
→ When: Quarterly or at relationship milestones
→ Question: "How likely to recommend us?"
→ Scale: 0–10
→ Score: % Promoters − % Detractors
→ Best for: Overall health, renewal risk, growth signal
→ Frequency: Quarterly
Rule of thumb: Use CSAT to measure what happened. Use NPS to measure how they feel about you overall. A high NPS with low support CSAT is a ticking clock - fix support before it affects renewal.
When to Send CSAT Surveys
CSAT works best as a triggered survey - sent immediately after the interaction while the memory is fresh.
Support CSAT
After support ticket resolution
The most common CSAT trigger. Sent when a ticket is marked resolved. Scores below 80% signal a specific agent, category, or process that needs fixing.
Onboarding CSAT
After onboarding completion
Measures how smooth the first experience was. Low onboarding CSAT predicts early churn - it's your earliest warning that activation is broken.
Feature CSAT
After a feature is first used
Captures satisfaction with a specific feature right after the first use. Segment by user type to find which cohorts find a feature valuable vs confusing.
Update CSAT
After a product update ships
Measures reception of changes. A low score after an update is an early signal of backlash before it shows up in churn data.
Powerful Analytics
Analytics that connect the dots for you
See trends, patterns, and priorities without digging through spreadsheets.
Geo Analytics
See Feedback on World Map
Your US customers love you. Your EU customers are frustrated. You'd never know from an average. Map feedback by region to spot geographic patterns instantly.
Analyze like a Pro
See Word Cloud from Open-Ended Feedback
See what each segment is actually saying. One word cloud per segment - so you know what matters to who.
- ✓Auto-generated from survey responses
- ✓Filter by segment to see different priorities
- ✓Spot patterns without reading every response
Build like a Pro
Surveys that look like your product
Match your surveys to your product. Custom colors, logo, and styling — so feedback collection feels native, not third-party.
Frequently Asked Questions
What is a CSAT survey tool?
A CSAT survey tool lets you send Customer Satisfaction Score surveys after specific interactions, collect 1-5 ratings, and calculate your CSAT score automatically. Mapster links every response to the user who submitted it so you can segment CSAT by plan, feature, support agent, or any custom attribute.
How is CSAT calculated?
CSAT = (number of 4s and 5s ÷ total responses) × 100. Only ratings of 4 and 5 count as satisfied. Example: 85 out of 100 users rated 4 or 5, your CSAT is 85%.
What is a good CSAT score?
Above 80% is good, above 90% is excellent for SaaS. Support interactions typically benchmark higher (85%+) than product satisfaction. Always segment - an overall CSAT of 85% can hide a specific feature or agent scoring 55%.
When should I send a CSAT survey?
Immediately after a specific interaction - support ticket resolution, onboarding completion, first feature use, or after shipping an update. Triggered CSAT surveys get significantly higher response rates than periodic batch surveys.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction - transactional and immediate. NPS measures overall loyalty - relationship-based and long-term. Use CSAT for individual touchpoints and NPS for quarterly health checks.
What follow-up question should I ask after the CSAT rating?
One open-ended question: "What could we have done better?" for low scores, "What did we do well?" for high scores. Keep it optional to protect response rates. The qualitative answer is where the actionable insight lives.
Start measuring CSAT today
Run your first CSAT survey in minutes. Link every score to a real user. Segment by feature, plan, or support agent. Free to start.
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