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Customer Satisfaction Score

Summary

Customer Satisfaction Score (CSAT) is a metric used to gauge how satisfied customers are with a company's products, services, or experience.

Detailed Description

Customer Satisfaction Score is typically measured through surveys where customers are asked to rate their satisfaction on a scale (commonly from 1 to 5 or 1 to 10). The CSAT score is then calculated by dividing the number of satisfied customers (those who rated their experience positively) by the total number of respondents and multiplying by 100 to achieve a percentage. This measurement is vital in understanding customer sentiment and can help inform business decisions and improvements.

Category
Customer Experience
Synonyms
Customer Satisfaction Index
CS Score
CSAT

Impact Details

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Feedback collection after purchase

After a customer purchases a product, a CSAT survey can be sent to evaluate their satisfaction with the purchase experience.

Industries:

E-commerce
Retail

Platforms:

Web
Mobile Applications
Service evaluation post support interaction

Following a support call or chat, companies often measure CSAT to determine if the support met customer expectations.

Industries:

Technology
Telecommunications

Platforms:

Customer Support Software
Help Desk Software
Event feedback collection

After events or webinars, companies can use CSAT surveys to analyze attendee satisfaction.

Industries:

Education
Marketing

Platforms:

Event management platforms
Email
Product experience feedback

Post interaction with a product, a survey can be used to assess customer satisfaction with product usage.

Industries:

Consumer Electronics
Software Development

Platforms:

Mobile Applications
Web

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FAQs

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