📈Understanding CSAT?

What is CSAT?

CSAT, short for Customer Satisfaction Score, is a key performance indicator (KPI) commonly used by businesses to measure customer satisfaction with a product, service, or a specific interaction. It's a simple and effective way to gauge how happy customers are with what a company offers.

Businesses use CSAT scores to track how well they are meeting customer expectations over time. It is often part of a broader set of customer experience metrics, which may include the Net Promoter Score (NPS) and Customer Effort Score (CES).

How does this CSAT works?

CSAT is typically measured through a survey question. Customers are asked questions like "How satisfied were you with your experience?" or "How would you rate your satisfaction with our agent?" just after the user has achieved resolution for their query.

The response is usually collected on a numerical scale. This could be a 5-point scale (1 being very unsatisfied and 5 being very satisfied)

How CSAT flow helps:

• It provides direct feedback from customers about their experiences with the agents

• Helps companies identify areas of their service that need improvement.

• High satisfaction levels are often linked to customer loyalty and retention, hence it’s a good business KPI to keep track of

• CSAT scores can be used to set benchmarks and goals for teams and individuals within an organization.