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Customer Satisfaction Survey (CSAT)
A customer satisfaction survey, or a CSAT survey, is a questionnaire used by companies to understand how satisfied customers are with its branding, products, services, or customer support experience.
In addition to the positives, companies are also interested in learning more about opportunities for improvements that benefit both the company and customers, including:
- Identifying and resolving common process bottlenecks that negatively affect customer experiences
- Creating better customer experiences
- Developing ideas for improvements or new products/services
- Finding brand advocates to help promote the company
Overall, the purpose of customer satisfaction surveys is to gather customer feedback that can be used to improve the overall customer experience — from the products/services a company offers to the business processes that work toward supporting customer satisfaction.