CSAT is a customer satisfaction metric measured through post-interaction surveys, typically on a 1-5 star scale. It measures how satisfied customers are with a specific support interaction. A CSAT score above 85% is considered strong for ecommerce support.
After a support interaction closes, customers receive a short survey — usually a single question: "How satisfied were you with this interaction?" Responses are collected on a scale (1-5 stars, or thumbs up/down). Your CSAT score is the percentage of positive responses (typically 4-5 stars) divided by total responses. Keep the survey short — one question gets 3-5x more responses than multi-question forms.
In ecommerce support, the industry average sits around 75-80%. Scores above 85% indicate strong performance. Scores above 90% are exceptional and typically reflect teams with good knowledge bases, fast response times, and empowered agents who can resolve issues on first contact. CSAT dips during peak seasons are normal — what matters is the trend over time.