Definition:
The CSAT or customer satisfaction index is a metric that measures customer satisfaction with a product or service. It derives from the English term Customer Satisfaction Score metric. It is usually based on surveys and comments from customers, who are asked to rate their experience on a scale of 1 to 5, where 1 is totally dissatisfied and 5 is very satisfied. Companies can use this score to track customer sentiment over time.
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What is CSAT for?
The CSAT is used to measure customer satisfaction with a product or service and gauge the company’s performance in delivering value. It can be used to identify areas for improvement, where customers are not satisfied, and take action to resolve these issues. In addition, it can provide insight into customer retention and loyalty, as customers are more satisfied and remain customers for longer.
How to calculate the customer satisfaction index
The CSAT or customer satisfaction index is calculated by asking customers basic questions about their experience with the product or service, such as “how would you rate your experience?” or “Would you recommend us to your friends?” Depending on the desired outcome, questions can be tailored to specific circumstances. Customers are then asked to respond on a scale of 1 to 5.
CSAT Examples
Some examples of CSAT questions can be:
1. How would you rate the overall quality of the product/service?
2. Was your problem resolved satisfactorily?
3. Was this article helpful?
4. “Would you recommend us to your friends?
The answers to these questions can be used to calculate an overall CSAT score, which is usually expressed as a percentage.
Frequently asked questions about CSAT
What is CSAT?
CSAT is a customer satisfaction metric that measures how a user rates a specific interaction, purchase, service or experience. Its initials come from Customer Satisfaction Score.
What is CSAT used for?
It is used to know the degree of satisfaction after a specific touchpoint, detect service problems and prioritize improvements. It is common to use it after support, deliveries, purchases or onboarding processes.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific experience and is usually asked right after the interaction. NPS measures the probability of recommendation and is usually more related to loyalty or overall brand perception.
What should a CSAT survey take care of?
It should take care of the question, the scale, the sending time, the response rate and result segmentation. It is also advisable to combine the quantitative data with open comments to understand the causes of the rating.