Definition The percentage of customers who say they are satisfied with a product, service or interaction.
Also called CSAT, Customer satisfaction score
Example 420 satisfied responses out of 500 gives a CSAT of 84%.
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Why it matters It gives quick feedback on specific interactions or products.
Where it is used Post-purchase surveys and support dashboards.
How to calculate it Satisfied responses ÷ total responses × 100
Worked example 420 satisfied responses out of 500 gives a CSAT of 84%.
