Sycurio Glossary

Explore a comprehensive glossary of key terms and concepts related to PCI compliance and secure payments on Sycurio's platform.

Customer Satisfaction Score (CSAT)

CSAT is a key performance indicator used to measure how satisfied customers are with a company's products, services, or overall experience.

  1. Measurement method:
    1. CSAT is typically measured through surveys where customers are asked to rate their satisfaction with a specific interaction or the overall experience. Commonly, a scale of 1 to 5 or 1 to 10 is used, where higher scores indicate higher satisfaction.
  2. Survey questions:
    1. The survey questions are straightforward, often phrased like, "How satisfied were you with your experience?" with response options ranging from "Very Dissatisfied" to "Very Satisfied."
  3. Calculation:
    1. CSAT is calculated as the percentage of respondents who gave a positive rating (usually the highest ratings on the scale, such as 4 and 5 on a 5-point scale or 9 and 10 on a 10-point scale).
  4. Use cases:
    1. CSAT is used to gauge customer satisfaction with specific aspects of a service or product, such as customer service interactions, purchase experiences, or product usability.
  5. Benefits:
    1. It provides immediate feedback on customer satisfaction, helping businesses to quickly identify and address issues. It is also easy to understand and communicate within the organization.
Back to Glossary

Speak to an expert

Get in touch