Survey Metrics

CSAT

Customer Satisfaction Score (CSAT) is probably the most widely recognised measure of customer sentiment. CSAT measures a customer’s satisfaction with the service received.

Measuring customer satisfaction can help your company understand how the products and services it supplies meet or surpass customer expectation. A key strength is its versatile nature, as the wording of CSAT surveys can be tailored to gather customer feedback around a specific transaction.

What are the benefits?

  • A big strength of CSAT lies in its simplicity. It's an easy way to close the loop on a customer interaction and determine whether or not it was effective in producing customer happiness.
  • Customer Satisfaction scores can be used to generally gather information about your customer’s satisfaction with your business as well as specific touchpoints.

Considerations

  • Unlike, for example NPS, there is ambiguity in what a good or bad CSAT score is because of wide-ranging bench mark data across different industries and companies.
  • Satisfaction can be a subjective word and satisfied may mean different things to different people.
  • Customers in the 'neutral' categories are less likely to complete the survey, making the potential for skewed results high.

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