What is Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) - How satisfied are your customers?

Customer Satisfaction (CSAT) is a metric that measures customer's feelings regarding a recent interaction.

You can either measure customer satisfaction:

  • in every interaction: 
  • Ask customers for feedback at the bottom of every email. Act quickly to turn a conversation around, when it starts to derail.

  • after ticket, call, chat or deal resolution: Survey your customers automatically after you close a ticket, finish a call, close a deal, fulfil an order or finish a chat. Choose how long to wait post-resolution before sending out a survey.

Why measure CSAT?

Measuring customer satisfaction means having a better idea of what works to keep customers satisfied – and what leaves them unhappy. This way you’ll know what to keep up and what to fix. 

You’ll also be able to gauge the performance of not just support generally, but specific teams and individuals as well.

How to measure CSAT?

Customers will receive a survey asking if they were happy or satisfied with the service they received, which they can respond positively or negatively to. The customer chooses their response on a scale from bad (or not satisfied) to good (or satisfied). 

To calculate the CSAT score, subtract the % of customers who were unhappy from 100%.

What does a CSAT survey look like?

You can send out an email with a survey after a ticket is closed, a call is ended, a chat is finished or a deal/order is closed.  Or you can measure CSAT in every email interaction with your customers in the form of “instant ratings”.

Survey itself can have many different looks. Nicereply CSAT surveys usually look like 3 smileys portraying different emotions, 2 hand with fingers facing upward or downwards or a scale of 10 stars.

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