What is CSAT? (Customer Satisfaction Score)
Customer Satisfaction Score (CSAT) is a metric used to measure how satisfied customers are with a specific interaction, typically via post-call or email surveys. It’s one of the most commonly used KPIs in customer support environments.
How CSAT is Measured
Customers are usually asked to rate their satisfaction on a scale (e.g., 1–5). CSAT is calculated as:
CSAT = (Number of Satisfied Responses / Total Responses) × 100
Benefits of CSAT
– Gives immediate feedback after interactions
– Helps pinpoint service improvement opportunities
– Tracks trends in customer sentiment
– Supports quality assurance and coaching
Types of CSAT Surveys
Transactional CSAT
Sent after a specific interaction, like a support call.
Periodic CSAT
Sent on a regular basis to assess overall satisfaction.
Best Practices for CSAT
– Keep surveys short and simple
– Send promptly after interactions
– Act on negative feedback quickly
– Use CSAT with other metrics like NPS or FCR
Related Topics for Further Reading
– Net Promoter Score (NPS)
– First Call Resolution (FCR)
– Agent Performance
– Call Quality Monitoring
– Survey Tools
