Value and outcomes
Customer satisfaction (CSAT)
Also calledCSAT
A measure of how happy customers are with a product or interaction, usually the share who rate it 4 or 5 on a five-point scale.
CSAT asks a direct question, such as 'How satisfied were you with this?', usually right after an interaction. It is quick to collect and useful for spotting specific moments that frustrate people.
It is different from Net Promoter Score, which asks how likely someone is to recommend you and is more about the overall relationship. Both are self-reported and both move slowly.