CSAT stands for "Customer Satisfaction." It is a metric commonly used by businesses and organizations to measure the level of satisfaction that customers have with their products, services, or interactions. CSAT is typically measured through surveys or feedback forms, where customers are asked to rate their experience on a numerical scale or provide qualitative feedback.
CSAT scores are used to gauge how well a company is meeting customer expectations and identify areas for improvement. A higher CSAT score generally indicates a higher level of customer satisfaction, while a lower score may indicate areas where customers are not fully satisfied.
CSAT scores are often calculated by dividing the number of satisfied customers (those who rated their experience positively) by the total number of respondents and multiplying by 100 to get a percentage score.
In addition to CSAT, there are other customer satisfaction metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES) that provide different perspectives on customer satisfaction and loyalty.
Overall, CSAT is an important tool for businesses to assess and enhance their customer service and overall customer experience.