CSAT measures reported satisfaction. On a five-point satisfaction scale, a common calculation counts ratings of four and five as satisfied. Divide those responses by all responses to the question and multiply by 100 to express the result as a percentage. Source: Qualtrics: CSAT and NPS

Ask about a clear experience

Choose a specific moment such as the handling of an amendment. State it in the survey question and keep the scale and timing consistent. This makes the answers easier to interpret than asking about the booking, holiday and follow-up in one broad question.

Show the response count

For example, 80 satisfied responses out of 100 replies gives 80% CSAT. This is a hypothetical illustration. Show how many people replied and review their comments, so a useful score leads to a specific service improvement rather than an unexplained target.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.