CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or experience.
In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction.
Brands and marketers use CSAT scores to establish a customer’s level of satisfaction at specific interaction times, such as during a support ticket exchange, the moment of purchase, a phone conversation with customer service, or during the onboarding process.
Why Measure Customer Satisfaction?
If you don’t measure customer satisfaction, you won’t identify unhappy customers. And if you don’t know which customers are less-than-satisfied, you can’t identify the customers who are most likely to churn.