Customer Satisfaction Score


CSAT is a [[metric]] that measures [[customer satisfaction]]. The customer satisfaction score is the first score to be measured in the customer experience and is considered the traditional experience measurement metric. While [[Net Promoter Score]] is used in a slightly larger picture and brand-oriented research, the customer satisfaction score is mostly used to measure a specific [[channel]] or experience satisfaction. As an example, for the call center interaction the satisfaction [[survey]] question can be asked as follows: How satisfied were you with the service you received from our call center? with answers between "highly unsatisfied" and "highly satisfied" to choose from.

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