Customer Satisfaction Score (CSAT)
About CSAT
Customer Satisfaction Score, or CSAT score, is a customer experience metric that measures happiness with a product, service, or customer support interaction through a customer satisfaction survey that asks: “How satisfied were you with [company]?”
CSAT percentage score is calculated by looking at the 4 to 5 ratings. The formula is: (The total Number of 4 and 5 responses) ÷ (Number of total responses) x 100 = % of satisfied customers. So, for example, a CSAT rating of 80% means that the majority of customers are giving a satisfied rating.
Why is CSAT important?
There is a direct correlation between how happy customers are and how much money a business makes. Your customer satisfaction score (CSAT) affects repeat purchases rates and customer loyalty, word of mouth referrals, and helps to inform business decisions. Creating an environment where your customers and agents are happy 100% of the time is impossible. But now that you understand the importance of customer satisfaction, you can tackle setting and achieving goals for this essential customer service metric, while also making sure your customers and agents feel appreciated and understood.
Who should take the CSAT Exam?
- Customer service professionals
- Customer support managers, senior executives, executives
- Anyone interested in customer satisfaction
CSAT Certification Course Outline
- What is Customer Satisfaction? - Definition & Examples
- The Relationship Between Customer Satisfaction & Retention
- Customer Relationship Management: Using CRM to Focus on Customers
- Customer Satisfaction Metrics & Methods
- Interpreting Customer Satisfaction Results