Glossary of Terms

Customer Satisfaction Score (CSAT)

Definition of
Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT Score) measures the overall experience of a consumer with the product or service provided. It is normally calculated from direct feedback from users after the customer service experience is finished, normally in a type of how-would-you-rate-us-question. It is widely used in the customer service industry to determine if the whole experience is positive and to detect inefficiencies.

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