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CSAT (customer satisfaction score) 0:54
A 54-second explainer of CSAT (customer satisfaction score), narrated over the same demo you can try yourself.
Try the interactive CSAT (customer satisfaction score) demo
What this video covers
CSAT asks people to rate their satisfaction after an experience. It may be reported as a mean score or as the percentage in specified positive categories, so the scale and calculation should always be stated.
Pick a rating and watch the headline number move - CSAT is just the share of people in the top boxes. That simplicity is its appeal and its trap: it's easy to read and easy to game, tells you something went well or badly but never why, and quietly omits everyone so unhappy they didn't bother to answer at all.
