CSAT

16 episodes | 5% corpus coverage

Customer Satisfaction Score; a metric that measures how satisfied customers are with a specific interaction.

Keywords: csat, customer satisfaction

Contents

Deep Dive

Metaphysical Synthesis & Analysis

The Synthesis

Customer Satisfaction (CSAT) measures how satisfied customers are with a product, feature, or interaction, typically on a 1-5 scale. Unlike NPS (which measures loyalty), CSAT measures immediate satisfaction. For PMs, CSAT is useful for evaluating specific features or touchpoints. The challenge is that satisfaction doesn't always predict retention: users can be satisfied but not engaged.

Metaphysical Foundation

CSAT is the measurement of expectation fulfillment. It captures the gap between what users expected and what they experienced.

Evolutionary Path

From annual surveys to post-interaction micro-surveys, CSAT collection has become more real-time and contextual.

Strategic Interplays

CSAT complements NPS and predicts Retention. It is a key metric for customer-success.

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