CSAT
Immediate satisfaction metric after a specific interaction — service, purchase or delivery — different from NPS, which measures the brand.
CSAT (Customer Satisfaction Score) is the immediate satisfaction metric after an interaction. Different from NPS which measures general brand perception, CSAT measures satisfaction at a specific moment — a purchase, a service, a delivery.
How to calculate CSAT
Standard question: "How do you evaluate this service?" with a scale of 1-5 or 1-10. Formula: CSAT = % de respostas positivas (nota 4-5 ou 8-10) / total de respostas. Result in %.
When to apply CSAT on WhatsApp
- After service closure — “How was your experience?” Immediate, high response rate.
- After order delivery — "Did you receive everything correctly? Rate it from 1 to 5."
- After support ticket resolution — "Has your problem been resolved?"
- After first week of use — "How were your first 7 days with us?"
CSAT vs NPS: When to Use Each
| Criterion | CSAT | NPS |
|---|---|---|
| What it measures | Specific moment | General perception |
| When to apply | Immediate after interaction | Quarterly / semi-annual |
| Question | "How do you rate it?" | "Would you recommend?" |
| Scale | 1-5 or 1-10 | 0-10 |
| Usage | Tactical (correct SLA, train attendant) | Strategic (brand health) |
CSAT as an action trigger
Low CSAT (1-2 on scale 5) in service → ticket automatically reopened, supervisor notified. High CSAT (5) → client goes to the “potential promoter” queue, receives an invitation to the referral program. Automate via Zapext using tags per note.