CSAT stands for customer satisfaction.
CSAT is a simple measure of how a customer feels about your organization and is greatly influenced by the interaction with a contact centre advisor.
The reason why the metric is greatly influenced by advisor performance is because satisfaction is traditionally measured after a customer–advisor interaction.
While this is the conventional measure, CSAT can be measured in many different ways – at any point in the customer journey – whether that’s through surveys, customer focus groups or through social listening tools.
For this reason, it is difficult to compare CSAT scores across different organizations, but most will measure CSAT in some way or another.
