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Customer Service vocabulary · Service Metrics & Quality

CSAT

Meaning in customer service, with examples

/ˈsiːsæt/abbreviationCommon term

In customer service, CSAT means: Customer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.

In Turkish: müşteri memnuniyeti puanı, CSAT

How it is used

Customers usually rate their experience on a scale such as 1 to 5 right after a call or chat. The CSAT score is often reported as the percentage of satisfied answers (4 or 5). Agents and teams may have CSAT targets, and low scores are often reviewed.

Example sentences

  1. Our CSAT for live chat is 92 percent this month.

  2. Every low CSAT score is reviewed by a team leader.

Common collocations

  • CSAT score
  • CSAT survey
  • CSAT target
  • improve CSAT
  • customer satisfactionHow happy customers are with a company's products, its service or a single interaction; also the measure of this happiness.
  • surveyA set of questions sent to customers to collect their opinions, for example right after a call or a purchase.
  • Net Promoter ScoreA measure of customer loyalty based on one question: how likely, on a scale from 0 to 10, a customer is to recommend the company to a friend.
  • feedbackOpinions, comments or information from customers about a product or service, used to learn what works and what needs to change.

More terms: Service Metrics & Quality

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