CSAT is a widely used metric to measure customer satisfaction by asking a simple question, simplifying measurement and interpretation of customer feedback.
Typically measured on a 1 to 5 scale, the CSAT score is calculated as the percentage of respondents selecting the highest ratings, indicating satisfaction.
CSAT can be triggered post-interaction for immediate feedback or on an ongoing basis to track satisfaction trends and identify areas for improvement.
For instance, a CSAT score of 80% indicates that 80 out of 100 respondents expressed satisfaction, providing actionable insights for businesses.
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