Customer Satisfaction Score (CSAT)

Customer Satisfaction (CSAT) is a measure of customer experience that illustrates how satisfied a customer is with product offers, services, and customer service. To determine the Customer Satisfaction Score, businesses conduct a customer satisfaction survey delivered from a preferred customer communication channels. The survey usually has a scale with the following choices:

• Very Satisfied
• Satisfied
• Neutral
• Not Satisfied
• Very Unsatisfied

Although CSAT scores are quantitative, this measure is quite subjective in gauging customers’ thoughts.