Customer Satisfaction (CSAT) is often gauged using a simple question that asks customers to rate their satisfaction on a defined scale. Typically, this question takes the form of “How satisfied were you with your experience?” with response options ranging from “Very Unsatisfied” to “Very Satisfied.” To determine the overall CSAT score, the percentage of respondents who indicate they were “Satisfied” or “Very Satisfied” is calculated. For instance, if 75 out of 100 customers select either “Satisfied” or “Very Satisfied,” the CSAT score is 75%.
A high Customer Satisfaction score is indicative of positive customer experiences and can correlate with increased customer loyalty, positive word-of-mouth referrals, and ultimately, improved business performance. Monitoring this metric over time allows businesses to identify trends, pinpoint areas of strength, and address areas where customer satisfaction is lacking. Historically, measuring client contentment was largely anecdotal; however, the advent of structured surveys has provided a quantifiable means of tracking and improving customer interactions.
