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+966 135 181 912Customer Satisfaction (CSAT) Definition:
Customer Satisfaction (CSAT) is a key performance indicator (KPI) used to measure how satisfied customers are with a company’s products, services, or experiences. It is typically gauged through a short survey where customers are asked to rate their satisfaction on a scale (often from 1 to 5 or 1 to 10), with higher scores indicating greater satisfaction.
Key Elements of CSAT:
Survey Method: The most common way to measure CSAT is through direct feedback using a survey. Questions like “How satisfied were you with your experience?” are used to gather ratings.
Scoring System: CSAT scores are calculated by taking the number of satisfied customers (those who rated high on the scale) and dividing it by the total number of respondents, then multiplying by 100 to get a percentage.
CSAT = (Number of Satisfied Customers / Total Number of Respondents) * 100
Purpose: CSAT helps businesses understand customer sentiment, identify areas for improvement, and maintain high-quality customer service.
Why CSAT Matters:
A high CSAT score indicates strong customer satisfaction, leading to customer loyalty and positive word-of-mouth, while a low score suggests the need for improvements in customer experience.
By tracking CSAT over time, companies can proactively address concerns and build long-term relationships with their customers.
Learn more about how to enhance Customer Satisfaction here.
