CSAT measures how satisfied your users are with your app. Learn what it is, how to calculate it, and how star ratings and feedback forms work together to create a complete satisfaction metric.
CSAT (Customer Satisfaction Score) measures how satisfied your users are with your app, usually on a simple scale. The most common question is: "How satisfied are you with [app name]?" answered on a 1–5 or 1–10 scale.
CSAT is one of the easiest metrics to collect and understand. It answers a specific question: right now, at this moment, is the user happy or unhappy? Because it's immediate and concrete, it's highly actionable.
Your CSAT score is calculated as: % of Satisfied Responses ÷ Total Responses × 100. Usually "satisfied" means scores of 4–5 (on a 1–5 scale) or 7–10 (on a 1–10 scale).
Scale: 1–5
1–2 = Dissatisfied
3 = Neutral
4–5 = Satisfied
Scale: 1–10
0–6 = Dissatisfied
7–8 = Neutral
9–10 = Satisfied
CSAT Goal
Above 80% is good
Above 90% is excellent
The calculation is simple. Count the number of satisfied responses and divide by the total:
CSAT = (Satisfied Responses
÷ Total Responses) × 100
100 users rate your app:
• 70 choose 4–5 (Satisfied)
• 20 choose 3 (Neutral)
• 10 choose 1–2 (Dissatisfied)
CSAT = (70÷100) × 100 = 70%
Which metric measures what?
| Metric | Scale | Measures | Timing |
|---|---|---|---|
| CSAT | 1–5 or 1–10 | Satisfaction with the app right now | Immediate (captures moment of feedback) |
| NPS | 0–10 | Loyalty & likelihood to recommend | Future-oriented (predicts future behavior) |
| Star Rating | 1–5 ⭐ | Overall app satisfaction | Continuous (collected in app stores) |
User finds a bug in your app. They can't complete a task. They leave a 1-star review (low CSAT). You respond, acknowledge the bug, and release a fix in the next update. They update their review to 5 stars (high CSAT). That satisfied user then tells a friend about your app (NPS). Star rating, CSAT, and NPS are all connected.
There are three main ways to collect CSAT data:
App Store and Google Play star ratings are your most visible CSAT metric. They're always-on, free, and built-in. Users understand the 1–5 star scale.
Action:
Track your average rating monthly. A rising trend = improving CSAT.
Ask for explicit feedback with a star rating question. Collect text feedback alongside the rating to understand why users are satisfied or not.
Action:
Use feedback forms to catch issues before they become app store reviews.
Show a quick survey after a user completes an action. "How satisfied are you with [feature]?" Captures feedback at the moment of use.
Action:
Use AppTriage widget (if web-based) or built-in app survey tools.
Centralize all your satisfaction signals in one place
Add a star rating field to your feedback form. Collect explicit CSAT data and see the trend over time. Combine with text feedback to understand why satisfaction is high or low.
Auto-import reviews and track your average rating continuously. See your CSAT reflected in real-time as new reviews arrive.
AI automatically tags feedback as praise, bugs, or feature requests. Understand what drove low satisfaction (bugs = fix them) vs. high satisfaction (praise = market that feature).
Reviews, feedback, and surveys all in one place. Reply to feedback, track resolution, and watch your CSAT improve as you fix issues users report.
Collect feedback, track your CSAT, and respond to users. When satisfaction rises, so do your reviews and ratings. Free for your first app.
Start Collecting Feedback — Free