Customer satisfaction score (CSAT) is a key performance indicator used by businesses to measure the level of satisfaction customers have with their products or services. It is typically measured through surveys or feedback forms that ask customers to rate their overall satisfaction with their experience.CSAT is calculated by taking the total number of satisfied customers and dividing it by the total number of respondents, then multiplying by 100 to get a percentage score. This score provides businesses with valuable insights into how well they are meeting customer expectations and where they may need to make improvements.A high CSAT score indicates that customers are happy with their experience and are likely to become repeat customers or recommend the business to others. On the other hand, a low CSAT score can signal potential issues that need to be addressed to prevent customer churn and negative word-of-mouth.By tracking CSAT over time, businesses can identify trends and patterns in customer satisfaction levels, allowing them to make data-driven decisions to enhance the overall customer experience. This can lead to increased customer loyalty, higher retention rates, and ultimately, improved profitability.In conclusion, CSAT is a crucial metric for businesses to monitor and optimize in order to ensure long-term success and customer loyalty. By prioritizing customer satisfaction, businesses can build strong relationships with their customers and differentiate themselves in a competitive marketplace.
