CSAT, or customer satisfaction (CS), is a measure of how satisfied customers are with a product, service, or experience. It is typically measured through surveys or other forms of feedback, and is used to evaluate the quality and effectiveness of an organization’s products, services, or customer support.
There are several methods for measuring CSAT, including online surveys, phone surveys, in-person interviews, or other forms of feedback. The results of these surveys are used to calculate a CSAT score, which is typically expressed as a percentage. For example, if a survey receives 100 responses and 90 of them are positive, the CSAT score would be 90%.
CSAT is an important metric because it can impact an organization’s reputation and business success. High CSAT scores may indicate that customers are satisfied with the products, services, or support they receive, which can lead to increased customer loyalty and repeat business. Low CSAT scores, on the other hand, may indicate that there are issues with the quality or effectiveness of the organization’s offerings, which can lead to customer churn and reduced sales.
To improve CSAT, organizations may need to identify and address the root causes of customer dissatisfaction. This may involve improving the quality of products or services, enhancing the customer experience, or providing better customer support. By continuously monitoring and improving CSAT, organizations can optimize their offerings and improve customer satisfaction.
