What is CSAT?
CSAT is a core concept in modern B2B revenue. Here is a clear, accurate definition, why it matters, and how Ardovo handles it.
Short answer
CSAT, or customer satisfaction score, measures how satisfied customers are with a specific interaction, product, or service, usually by asking them to rate their satisfaction on a short scale. Unlike NPS, which gauges overall loyalty, CSAT captures satisfaction with a particular touchpoint, making it useful for evaluating support, onboarding, or feature experiences.
Key takeaways
- Measures satisfaction with a specific interaction or experience.
- Uses a short rating scale after a touchpoint.
- More granular than NPS, which gauges overall loyalty.
- Useful for support, onboarding, and feature feedback.
Why it matters
CSAT pinpoints satisfaction at specific moments, so teams can find and fix the exact interactions that frustrate customers, complementing the broader loyalty signal that NPS provides.
How Ardovo handles it
Ardovo can capture CSAT on interactions and tie it to the account record, so satisfaction sits alongside usage and health. Rook can flag low-CSAT touchpoints for follow-up before they erode the relationship.
Frequently asked questions
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction or experience, captured right after it. NPS measures overall loyalty and likelihood to recommend. CSAT is granular and immediate; NPS is broad and relational.
How is CSAT measured?
By asking customers to rate their satisfaction, often on a scale like 1 to 5, after an interaction such as a support ticket or onboarding session. The score is usually the percentage of positive responses.