What is the customer satisfaction score (CSAT) used to measure?

The customer satisfaction score (CSAT) is specifically designed to assess how satisfied customers are with a product or service. This metric provides valuable insights into customer perceptions and experiences, allowing businesses to gauge the effectiveness of their offerings and identify areas for improvement. By focusing on customer feedback related to their satisfaction levels, organizations can prioritize enhancing customer experience and tailoring their services to better meet customer expectations.

While understanding market demand, revenue, and customer acquisition are crucial for business strategy, they do not directly reflect customer satisfaction. CSAT is a direct measurement that captures customers' feelings towards a specific interaction or their overall experience with a product or service, making it a critical tool for customer success managers seeking to improve and maintain customer relationships.