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Customer Satisfaction

Customer satisfaction (often abbreviated as CSAT, more correctly CSat) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectations.

Customer Satisfaction is a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Customer Satisfaction can be measured in many different ways, ranging from the Net Promoter Score, over Feedback, to metrics such as the Customer Effort Score.