Definition
A survey metric that asks customers to rate their satisfaction with a specific interaction, such as a support ticket, usually on a 1-5 scale.
Why it matters for growth
CSAT is tightly scoped to a single moment, making it useful for diagnosing specific process problems like support quality rather than overall brand sentiment.
Example
A support team tracks CSAT after every resolved ticket and notices scores drop whenever resolution takes longer than 24 hours.
FAQ
- What is Customer Satisfaction (CSAT)?
- A survey metric that asks customers to rate their satisfaction with a specific interaction, such as a support ticket, usually on a 1-5 scale.
- Why does Customer Satisfaction (CSAT) matter for growth?
- CSAT is tightly scoped to a single moment, making it useful for diagnosing specific process problems like support quality rather than overall brand sentiment.
- What is an example of Customer Satisfaction (CSAT)?
- A support team tracks CSAT after every resolved ticket and notices scores drop whenever resolution takes longer than 24 hours.