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Customer Service vocabulary · Service Metrics & Quality

Customer satisfaction

Meaning in customer service, with examples

nounCore term

In customer service, customer satisfaction means: How happy customers are with a company's products, its service or a single interaction; also the measure of this happiness.

In Turkish: müşteri memnuniyeti

How it is used

Companies measure customer satisfaction with short surveys after calls or chats and report it as a score, often called CSAT. Teams talk about improving, measuring and tracking customer satisfaction and about satisfaction rates.

Example sentences

  1. Customer satisfaction went up after we added weekend chat support.

  2. Our bonus depends partly on customer satisfaction scores.

Common collocations

  • improve customer satisfaction
  • measure customer satisfaction
  • customer satisfaction survey
  • customer satisfaction score
  • high customer satisfaction
  • CSATCustomer satisfaction score: a measure based on short surveys that ask customers how satisfied they were with a product or with one interaction.
  • surveyA set of questions sent to customers to collect their opinions, for example right after a call or a purchase.
  • feedbackOpinions, comments or information from customers about a product or service, used to learn what works and what needs to change.
  • 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.
  • customer loyaltyA customer's wish to keep buying from the same company, even when competitors are available.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Service Metrics & Quality

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