Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.
Request DemoCSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. As a KPI, CSAT measures customer satisfaction by inviting customers to respond to a question regarding an experience they have had with your product or company.
A CSAT measures customer satisfaction by inviting customers to respond to a question such as, “How would you rate your overall satisfaction with the [product or service] you received?” Customers respond on a scale of 1 to 5, with 4 indicating a satisfied customer and 5 indicating a very satisfied customer. Scores of 3 are neutral and scores of 2 or 1 represent unsatisfied and very unsatisfied customers. CSAT calculations total up scores of 4 and 5 to measure what percentage of customers are either satisfied or very satisfied. Research has shown that scores in this range correlate highly with customer retention.
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