Customer Satisfaction
Customer Satisfaction (CSAT) is a method used to measure how satisfied customers are with a product, service, or experience. It is a survey-based method that involves asking customers to rate their level of satisfaction with different aspects of the product, service, or experience.
When to use
Customer Satisfaction (CSAT) can be used to measure how satisfied customers are with a specific product, service, or experience. It can be used to identify areas for improvement and to track changes in customer satisfaction over time. CSAT surveys can be conducted at various stages of the customer journey, such as after purchase, after a customer service interaction, or after a website visit.
Pros
- Provides a quantitative measure of customer satisfaction.
- Can be used to identify areas for improvement.
- Helps organizations understand how customers perceive their products, services, or experiences.
- Can be conducted at various stages of the customer journey.
Cons
- CSAT surveys only measure customer satisfaction at a specific point in time and may not reflect the customer’s overall experience.
- The survey questions must be carefully designed to avoid bias or leading questions.
- The response rate may be low, which could limit the generalizability of the results.
Learn more in the User Research: Comprehensive Guide article.