what is csat

CSAT stands for Customer Satisfaction Score, which is a metric used to measure how satisfied customers are with a company's products or services. It is typically measured through customer feedback surveys and expressed as a percentage, ranging from 0% to 100%. The CSAT score is calculated as the sum of all positive responses divided by the total responses collected, then multiplied by 100. A higher CSAT score indicates a higher level of customer satisfaction. This metric is widely used to assess customer sentiment, improve customer experience, and gauge brand loyalty. It is one of the most straightforward ways to measure customer satisfaction and is often obtained by asking a simple question, such as "How satisfied were you with your experience?" Customers then provide a corresponding survey scale, which can be 1-3, 1-5, or 1-10