CX Dictionary

What is Customer Satisfaction (CSAT)?

A Customer Satisfaction Survey (CSAT) is used to measure customer sentiment toward a product or service. Using a single question; “How would you rate your overall satisfaction with the service or product you received?” after a purchase or service experience, the customer scores the business on a scale from 1 to 5; with 1 being very unsatisfied and 5 being the most satisfied.

CSAT scores can also be used to understand audiences more holistically. By dividing the number of satisfied customers by the number of satisfaction survey respondents, and then multiplying it by 100, businesses can see the overall average sentiment of all customers. When adopting a CSAT survey, it is best deployed in conjunction with a technology-based solution, to easily view analytics and trends.  

Why Is CSAT So Important?

With a CSAT survey, businesses can understand how well their product and/or service is being received and make adjustments accordingly. In addition, a CSAT survey provides insight into current and future trends in product and/or service development.