CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or stay, typically by asking guests to rate their experience on a short scale immediately after the touchpoint, such as check-in, a service request or check-out.
Unlike NPS, which gauges overall loyalty, CSAT is transactional and local, it tells whether this breakfast, this spa visit or this check-in met expectations. Measured per touchpoint, it locates problems precisely where they occur.
Timing drives honesty and response rates, asking right after the interaction captures the real impression. The risk is survey fatigue, so hotels rotate touchpoints or sample guests rather than surveying everything always. Trends per touchpoint matter more than any single day's number.
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