Acronyms Dictionary
CSAT
Definition
Customer Satisfaction Score. A metric indicating how satisfied customers are with a product or service.
Deep Dive
CSAT is a basic customer service metric that measures a customer's satisfaction with a specific interaction or a specific product. It is usually calculated by asking a single question like "How satisfied were you with your experience today?"
Examples & Use Cases
- 1Sending a survey after a support ticket is closed asking for a rating from 1 to 5
- 2Calculating the percentage of "Satisfied" responses to determine the overall CSAT score
- 3Using low CSAT scores to trigger an immediate follow-up from a customer success manager
Related Terms
NPSChurnRetention