CSAT, or Customer Satisfaction Score, is a metric used to gauge customer satisfaction with a product, service, or interaction. Typically measured through surveys that ask customers to rate their experience on a scale, CSAT provides a direct indicator of how well a company meets customer expectations. High CSAT scores reflect positive customer experiences, which can lead to increased loyalty and advocacy.
By tracking CSAT, businesses can identify strengths and weaknesses in their customer service and overall user experience. Detailed feedback allows organizations to pinpoint specific areas for improvement, whether in product quality, support responsiveness, or the purchasing process. These insights are critical for making targeted adjustments that enhance satisfaction and drive long-term customer retention.
Regular CSAT monitoring also serves as a benchmark for evaluating the success of new initiatives and process changes. Companies with consistently high CSAT scores build stronger trust, foster repeat business, and achieve sustained revenue growth. In today’s competitive market, prioritizing customer satisfaction is essential for maintaining a lasting advantage.
👉 See the definition in Polish: CSAT: Wskaźnik satysfakcji klienta