CSAT is a metric that measures customer satisfaction with support interactions. Learn how it's calculated and how to use CSAT to improve service.
Customer Satisfaction Score (CSAT) is a customer experience metric that measures how satisfied customers are with a service interaction.
It works by asking customers a simple question after an interaction:
"On a scale of 1-5, how satisfied were you with the recent service experience?"
1 = Very Dissatisfied, 5 = Very Satisfied
The CSAT score is calculated by taking the percentage of respondents who gave a score of 4 or 5 on the scale.
For example, if 80 out of 100 customers gave a score of 4 or 5, the CSAT would be 80%.
CSAT provides a quantitative metric to gauge customer satisfaction after service interactions. Unlike NPS, it directly measures satisfaction rather than loyalty.
It helps identify pain points in the customer journey by linking CSAT to specific touchpoints. Support teams can then focus improvements on those interactions.
Tracking CSAT over time shows if changes are improving or reducing satisfaction. It enables setting measurable goals around service quality.
The open feedback received gives actionable insights into what exactly delighted or frustrated customers. This allows support teams to replicate positives and fix negatives.
Monitoring Customer Satisfaction Scores helps support teams consistently deliver excellent service. The focus is on optimizing every interaction to increase customer satisfaction. This builds loyalty through delighting customers.