Customer Success
Customer Satisfaction (CSAT)
Definition of
Customer Satisfaction (CSAT) is a metric that measures how satisfied customers are with a company's products/services or overall experience. It is a crucial aspect of any business as it directly impacts customer loyalty, retention, and advocacy. CSAT can be measured through surveys, feedback forms, or social media reviews. A high CSAT score indicates that customers are happy with the company, its products/services, and the customer service they received. On the other hand, a low CSAT score highlights areas that need improvement. For instance, a retail store may measure CSAT by asking customers to rate their experience on a scale of 1-5. If the average score is below 4, the company may need to address issues such as long wait times or poor customer service.
