What is CSAT?
CSAT stands for Customer Satisfaction, a metric that measures your customer’s satisfaction with a brand, product, or interaction.
The Survey Flow
CSAT surveys start with some variation of the question: “How satisfied were you with [Brand/Product/Interaction]?”
Respondents provide a score on a scale of 1 – 5:
- 5: Very satisfied
- 4: Slightly Satisfied
- 3: Neutral
- 2: Slightly dissatisfied
- 1: Very dissatisfied
After providing a score, respondents go on to provide an open-ended responses, and then land on a Thank You page that you can customize.
The Power of CSAT
CSAT offers granular insight into specific transactions, interactions, and experiences. Rather than surveying about a brand overall, CSAT drills down into specific experiences – providing actionable, real-time feedback regarding how you’re meeting, or missing, customer expectations.
The CSAT Experience
1 – 5 Score