Articles - Customer Satisfaction (CSAT)

Customer Satisfaction (CSAT) is one of the most widely used measures of contact centre success. This collection of expert insights, practical guides, and real-world examples explains how to design, collect, and interpret CSAT scores to understand how customers truly feel about your service. Learn how to create effective surveys, analyse trends, and link results to quality, training, and process improvement. You’ll also find strategies for using CSAT feedback to inspire change, recognise great performance, and continually raise service standards.

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