Customer Satisfaction (CSAT)

Customer Satisfaction (CSAT) measures how happy customers are with a product, service, or specific interaction. It’s usually measured through brief surveys that ask customers to rate their experience on a numeric scale (e.g., 1–5).

CSAT helps brands understand whether they’re meeting expectations and where improvements are needed across support, product quality, or service delivery. In contact centers, CSAT reveals how well agents handle issues and how efficient the overall customer journey is.

High CSAT scores indicate smooth resolutions, clear communication, and positive emotions during the interaction. Over time, tracking CSAT helps organizations strengthen loyalty and reduce churn by quickly and effectively addressing recurring gaps.