---
title: What is the overall satisfaction rate (CSAT)?
description: The satisfaction rate is the percentage of satisfied customers. It is based on the response to the overall satisfaction question (CSAT).
---

[Skip to content](https://knowledge-base.vocaza.com/en/vocaza-journey/what-is-the-satisfaction-rate-csat#main-content)

- [English](https://knowledge-base.vocaza.com/en/vocaza-journey/what-is-the-satisfaction-rate-csat)
- [Français (French)](https://knowledge-base.vocaza.com/vocaza-journey/quest-ce-que-le-score-de-satisfaction-csat)

English

Show submenu for translations

![Logo Vocaza Journey](https://knowledge-base.vocaza.com/hs-fs/hubfs/logo%20Journey.png?width=190&height=143&name=logo%20Journey.png)

Open main navigation

Close main navigation

- - [English](https://knowledge-base.vocaza.com/en/vocaza-journey/what-is-the-satisfaction-rate-csat)
    - [Français (French)](https://knowledge-base.vocaza.com/vocaza-journey/quest-ce-que-le-score-de-satisfaction-csat)

  English
  
  Show submenu for translations

 Hello. How can we help you?

- There are no suggestions because the search field is empty.

1. [Help Center - Vocaza Journey](https://knowledge-base.vocaza.com/en/vocaza-journey?hsLang=en)
2. [Analysing my results](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en)
3. [How to analyze my results?](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#how-to-analyze-my-results)

May 28, 2025

# What is the overall satisfaction rate (CSAT)?

The satisfaction rate is the percentage of satisfied customers. It is based on the response to the overall satisfaction question (CSAT). A customer is considered :

- **satisfied** if they select : 
    - a score of 9 or 10 on a scale of 10 ;
    - a score of 4 or 5 on a scale of 4 or 5 (text or icon);
    - satisfied or very satisfied on a text scale ;
- **neutral** if they select :  
    - a score of 7 or 8 on a scale of 10 ;
    - a score of 3 on a scale of 5 (text or icon);
    - moderately satisfied on a text scale;
- **dissatisfied** if they select :  
    - a score of less than 7 on a scale of 10 ;
    - a score of 1 or 2 on a scale of 5 (text or icon);
    - not at all satisfied or not satisfied on a text scale.

We've got an article for you 👉 [https://winsoft-international.com/vocaza-journey-frequently-asked-questions/#CSAT](https://winsoft-international.com/vocaza-journey-frequently-asked-questions/#CSAT)

- [Get started](https://knowledge-base.vocaza.com/en/vocaza-journey/get-started?hsLang=en)
- [Setting up a satisfaction survey !](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#main-content)

    - [Creating and modifying surveys](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#creating-and-modifying-surveys)
    - [Managing the distribution of surveys](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#managing-the-distribution-of-surveys)
    - [Contact import](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#contact-import)
    - [Diffusion via URL/QRCode](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-satisfaction-survey-1?hsLang=en#diffusion-via-url-qrcode)
- [Setting up a customer journey](https://knowledge-base.vocaza.com/en/vocaza-journey/setting-up-a-customer-journey?hsLang=en)
- [Analysing my results](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#main-content)

    - [How to analyze my results?](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#how-to-analyze-my-results)
    - [What are the semantic analysis models for comments?](https://knowledge-base.vocaza.com/en/vocaza-journey/analysing-my-results?hsLang=en#what-are-the-semantic-analysis-models-for-comments)
- [Set up a data collection form](https://knowledge-base.vocaza.com/en/vocaza-journey/set-up-a-data-collection-form?hsLang=en)
- [Image management](https://knowledge-base.vocaza.com/en/vocaza-journey/image-management?hsLang=en)
- [Risk Contacts Management](https://knowledge-base.vocaza.com/en/vocaza-journey/risk-contacts-management?hsLang=en)
- [Google reviews](https://knowledge-base.vocaza.com/en/vocaza-journey/google-reviews?hsLang=en)
- [User management](https://knowledge-base.vocaza.com/en/vocaza-journey/user-management?hsLang=en)
- [AI in Vocaza Journey](https://knowledge-base.vocaza.com/en/vocaza-journey/ai-in-vocaza-journey?hsLang=en)
- [Integration with other tools](https://knowledge-base.vocaza.com/en/vocaza-journey/integration-with-other-tools?hsLang=en)
- [FAQ](https://knowledge-base.vocaza.com/en/vocaza-journey/faq?hsLang=en)
- [Release notes](https://knowledge-base.vocaza.com/en/vocaza-journey/release-notes?hsLang=en)
- [Roadmap](https://knowledge-base.vocaza.com/en/vocaza-journey/roadmap?hsLang=en)

[![vocaza\_logo](https://knowledge-base.vocaza.com/hs-fs/hubfs/vocaza_logo.png?width=150&height=37&name=vocaza_logo.png "vocaza_logo")](https://www.vocaza.com/)

Copyright © 2025, Vocaza