Expert Insights

What Is CSAT?

Published On: 7th Jul 2022 07:00

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.

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn

What Is CSAT?

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