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.