Customer Satisfaction Score (CSAT)

CSAT, or Customer Satisfaction Score, is exactly what its name suggests. It measures how satisfied customers are with your product, service, or overall experience. This is typically evaluated on a scale from ‘very dissatisfied’ to ‘very satisfied’. 

How to Measure CSAT? 

Measuring CSAT involves asking your customers to rate their satisfaction with your business on a given scale. This could be a numeric scale (1 to 5, 1 to 10, etc.), or a range of emotions from ‘very dissatisfied’ to ‘very satisfied’. 

  1. First, decide on the scale you want to use. Remember, simplicity is key here. You don’t want to confuse your customers with too many options.
  2. Next, design your CSAT survey. This could be a single question like “How would you rate your overall satisfaction with our service?” or it could involve a series of questions about different aspects of your business.
  3. Send out the survey to your customers. You could do this through email, on your website, or even via a mobile app. The important thing is to make it easy for your customers to respond.
  4. Finally, analyze the results. If most of your customers rate their satisfaction high, then give yourself a pat on the back. If not, don’t panic. Use this as an opportunity to improve.
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