Which metric is commonly used to assess customer satisfaction?

The Customer Satisfaction Score (CSAT) is widely recognized as a key metric used to assess how satisfied customers are with a company's products, services, or experiences. CSAT typically involves asking customers to rate their satisfaction on a scale, often shortly after an interaction, to gather immediate feedback. This direct approach provides insights into customer sentiments and helps organizations identify areas for improvement in their offerings or service delivery.

The effectiveness of CSAT lies in its straightforward nature, making it easy to interpret and act upon the results. Organizations can use it to track changes in customer satisfaction over time and correlate those changes with business performance, such as customer retention or increased sales. This makes it a vital tool for companies aiming to enhance their customer experience and drive loyalty.

While other metrics, such as the Net Promoter Score (NPS), also gauge aspects of customer sentiment, CSAT specifically measures satisfaction levels. Employee Satisfaction Index focuses on employee feelings and engagement within the workplace, while Return on Investment (ROI) evaluates financial performance rather than customer satisfaction. These other metrics serve different purposes and do not directly assess customer satisfaction in the same manner that CSAT does.