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
- Net Promoter Score (NPS)
- Customer Experience (CX)