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CSAT (Customer Satisfaction Score) is a metric designed to measure customer satisfaction directly after a specific interaction, transaction, or service experience.

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How CSAT works in Omneo

CSAT surveys typically ask a single question: “How satisfied were you with [specific interaction]?” on a scale (e.g., 1-5 or 1-10). The CSAT score is calculated as the percentage of respondents who gave a positive rating. In Omneo, CSAT scores are captured through a questionnaire whose question routes to a Rating record linked to a customer profile. This allows brands to:
  • Track satisfaction trends per customer over time
  • Include CSAT data in profile aggregations and reaction conditions
  • Segment customers by satisfaction level for personalised follow-up

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When to use CSAT

CSAT is best used to measure satisfaction with a specific touchpoint: immediately after:
  • A purchase transaction (was the experience positive?)
  • An in-store consultation or service appointment
  • A customer service interaction
  • A product delivery or return
It complements NPS (which measures overall brand loyalty) with granular, moment-specific feedback.

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CSAT in reactions

CSAT submission events can trigger reactions, for example:
  • A low CSAT score triggers a customer service notification
  • A high CSAT score triggers an invitation to leave a public review

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Ratings API

CSAT scores are stored as Rating records via the Ratings API. See the API reference for field details.
Content needed: CSAT survey configuration guide and integration with survey platforms.