What is CSAT?
Definition of CSAT:
CSAT is a measurement of customer satisfaction, measured as a scale, ranging in length, with 1 typically signifying ‘very dissatisfied’ and 10 being ‘very satisfied’.
The data from this survey is then gathered and results are tallied up to group respondents into categories. Typically, those who vote between 4-7 will be deemed neutral and only 8+ are deemed satisfied.
The benefit of CSAT is that it can cover a broad range of inquiries - anything from general brand satisfaction to a product specific review.
Using CSAT alone, however, is unlikely to provide a business with key insights into the motivations behind respondents’ scores. Many CSAT surveys therefore come with a feedback box, to provide more detailed rationale.
Related content:
- Six reasons CSAT surveys are more important than ever
- Comparing NPS, CES and CSAT
- The 12 fundamental qualities needed to drive up CSAT scores
- Voice of the customer - great! But what is it?
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