Customer Satisfaction Score (CSAT)

Definition

Organizations use the Customer Satisfaction Score, or CSAT, as a way to measure satisfaction with a product or service using categories such as: Very unsatisfied, Unsatisfied, Neutral, Satisfied, or Very satisfied.

The measurement is very popular amongst brands, who ranked CSAT second (39%) behind bookings, renewals, revenue and/or growth (36%) when CX professionals were asked how their organizations measure digital CX improvement in a 2021 CMSWire survey[i].


[i]CMS Wire. 2021.  https://www-cmswire.simplermedia.com

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