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Understanding CSAT: How to Measure and Improve Customer Satisfaction Customer Satisfaction Score (CSAT) is a key metric for evaluating customer support effectiveness and overall user experience. This article covers how to measure CSAT accurately and implement strategies to improve it. What is CSAT? CSAT measures how satisfied customers are with a product, service, or specific interaction. It is typically gathered through surveys where customers rate their experience on a scale (e.g., 1-5 or 1-10). The CSAT formula is: CSAT (%) = (Number of satisfied responses / Total responses) × 100 Ratings are often grouped into categories such as satisfied, neutral,…