What Is CSAT?

big thumbs up

313

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.

Published On: 7th Jul 2022
Read more about - Definitions,


Recommended Articles

How to Calculate a Customer Satisfaction Score (CSAT)
A picture of the word "csat" above some happy people
What Is CSAT? - With a Meaning, Calculations and Great Tips
Rating concept with hand putting down starts
What is CSAT Score and How to Calculate it?