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Customer satisfaction




Acronym: CSAT

Definition: A measure of the overall satisfaction of the interaction or service.

Application:

  • An important measure of success and is vital method of feedback for process and product improvement.
  • Companies that devote energy and resources into determining it are more easily able to maintain a competitive position.

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    BROWSE SUBCATEGORIES:  Understanding customer satisfaction as a call center metric: Podcast (1),  Measuring customer satisfaction in the call center: Expert advice (5),  Test your knowledge of customer satisfaction: Quiz (1) 
      Understanding customer satisfaction as a call center metric: Podcast: 1 - 1 of 1

    Understanding customer satisfaction as a call center metric
    In this podcast, learn how to measure customer satisfaction and why it is an important metric for the call center.
      Measuring customer satisfaction in the call center: Expert advice: 1 - 3 of 5

    Contact center employee satisfaction
    How do we measure whether our call-center employees clearly understand and accept their roles as well as take pride in the organization and their work?
    Customer satisfaction and retention -- what's the correlation?
    Expert Lior Arussy explains why customer satisfaction is not necessarily the best indicator of customer retention; companies should look at purchases and other actions rather than complaints handled.
    Customer service complaints -- comparing by industry
    Customer service complaint numbers vary by industry, says call center expert Lori Bocklund, so customer service managers should network with other businesses to compare their complaint levels accordingly.
    VIEW ALL IN THIS CATEGORY

      Test your knowledge of customer satisfaction: Quiz: 1 - 1 of 1

    Which of the following is the least common method of issuing customer satisfaction surveys?
    Test yourself on customer satisfaction in this question from the Call Center Metrics School quiz.



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