Kundnöjdhetspoäng

Kundnöjdhetspoäng, often abbreviated as CSAT, is a key performance indicator used by businesses to measure customer satisfaction with a product, service, or interaction. It is typically collected through a simple survey question, often presented as "How satisfied were you with your recent experience?". Customers are usually asked to rate their satisfaction on a scale, commonly from 1 to 5, where 1 represents very dissatisfied and 5 represents very satisfied.

The calculation of CSAT is straightforward. The percentage of satisfied customers is determined by summing the number of responses that indicate satisfaction (typically ratings of 4 and 5) and dividing this sum by the total number of responses received. This result is then multiplied by 100 to express it as a percentage. For example, if 80 out of 100 customers rated their experience as a 4 or 5, the CSAT score would be 80%.

CSAT provides businesses with immediate feedback on specific touchpoints in the customer journey. It helps identify areas of strength and weakness, allowing for targeted improvements. High CSAT scores generally correlate with customer loyalty, repeat business, and positive word-of-mouth referrals, while low scores can signal potential churn and the need for corrective action. While useful, CSAT should often be considered alongside other metrics like Net Promoter Score (NPS) and Customer Effort Score (CES) for a more comprehensive understanding of the customer experience.