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Customer Satisfaction Score (CSAT)

Customer Satisfaction (CSAT) is a measure of customer experience that illustrates how satisfied a customer is with product offers, services, and customer service. To determine the Customer Satisfaction Score, businesses conduct a customer satisfaction survey delivered from a preferred customer communication channels. The survey usually has a scale with the following choices:

  • Very Satisfied
  • Satisfied
  • Neutral
  • Not Satisfied
  • Very Unsatisfied

Although CSAT scores are quantitative, this measure is quite subjective in gauging customers’ thoughts.