CSAT (Customer Satisfaction)
CSAT, Customer Satisfaction Score, is a metric that measures how satisfied customers are with a specific interaction, product experience, or service outcome, typically captured through a post-interaction survey asking customers to rate their satisfaction on a numeric scale. In a CRM-integrated service workflow, CSAT survey responses are automatically linked to the case or interaction record, giving managers visibility into satisfaction at the individual transaction level. Aggregate CSAT data by product, support channel, team, or customer segment reveals systemic service quality issues and drives targeted improvement initiatives. CSAT is typically tracked alongside NPS and churn rate as part of a comprehensive customer health monitoring framework.
CSAT, customer satisfaction, measures how happy customers are with a specific interaction, product, or service, usually by asking them to rate it on a short scale right after the experience. It captures satisfaction at the moment, which makes it useful for service teams tracking the quality of support resolutions. Tracked in the CRM against accounts and cases, CSAT trends show where experience is strong or slipping.
Frequently Asked Questions
Customer satisfaction, a metric that measures how satisfied customers are with a specific interaction, product, or service, usually via a short post-experience rating.