Customer Satisfaction Score (CSAT)

Definition of Customer Satisfaction Score (CSAT)

A measure of customer satisfaction based on survey responses.

Explanation of Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a metric used to gauge the level of satisfaction customers have with a product, service, or experience. It is typically measured through surveys that ask customers to rate their satisfaction on a scale, such as 1 to 5 or 1 to 10. The average of these ratings provides the CSAT score. High CSAT scores indicate that customers are pleased with their experience, while low scores suggest areas for improvement. Monitoring CSAT helps businesses identify strengths and weaknesses in their offerings and make data-driven decisions to enhance customer satisfaction. Improving CSAT can lead to increased customer loyalty, positive word-of-mouth, and overall business growth.

This dictionary entry was written by

Per-Gulbrand Peter Braathen

With a foundation in doctoral-level research, Per-Gulbrand Peter Braathen is a seasoned expert in the areas of marketing, branding and communication. His proficiency extends to marketing management, branding and communication strategy. Braathen's experience is underscored by his rich background from various industries, including entertainment. A distinguished alumnus of the USC Marshall School of Business, Braathen boasts a Master of Science in Marketing, complemented by a Graduate Certificate in the Business of Entertainment from the USC School of Cinematic Arts as well as two undergraduate Bachelor degrees from the esteemed University of Southern California.