Customer Satisfaction Score (CSAT) is a widely used method to measure a customer’s satisfaction level with a business’s service. It is the most straightforward of the customer satisfaction metrics. It is a rating on a scale that answers the question “How satisfied are you with your experience?”.
Customer Satisfaction Score is Simple
The simplicity of the CSAT is part of the reason that it can be so useful. It can be looped into the product quite easily. This allows you to easily pinpoint the reasons behind a good or bad experience. The customer is providing constant feedback so it becomes easy to track where the score increases or decreases at a higher rate. Finding out which parts of the product are causing this jump or dive in customer satisfaction is an easy way to find issues and fix them or find good parts of the product and expand them. Either way, improving overall customer satisfaction.
How CSAT is Useful
Since it is so simple, the question can be asked over multiple experiences that the customers have and a big picture view can be gotten of the whole process. While The customer satisfaction score is very similar to the NPS, they both answer different questions. This means they tell your company different things about the customers, if ever so slightly.
Customer Satisfaction Score helps to tie key moments in a customer experience. This way you are able to tie the customer insights with business questions and measure the effectiveness of those key moments.
How to Track CSAT
Due to the simplicity, CSAT is fairly easy to track. It is an important part of many dashboards though. To look into why the customer satisfaction score is useful for a CMO dashboard as well as many other metrics that are important to track, take a look at this tutorial.« Back to Glossary Index