Customer Satisfaction Score (CSAT)
Short definition
Customer Satisfaction Score (CSAT): A measure of satisfaction with a particular service or interaction. Customer survey solutions are offered by Stream Telecom.
Meaning and how it works
CSAT measures satisfaction under a chosen rating scale; comparisons require consistent questions and scoring rules. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business applications
- Business scenario:
After a support call, a customer rates how satisfied they were with the interaction.
What to check before implementation
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.