Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is a Customer Satisfaction Score (CSAT)?

A customer satisfaction score measures how people feel about an organization and their products and services. CSAT scores are typically derived from surveys and businesses can use them to track results over time, identify issues, reward employees, and more. Because customer satisfaction scores measure satisfaction at a specific point in time, they can’t be used to predict loyalty. Nonetheless, they provide valuable insight into customer perceptions, especially when used with other measures, such as Net Promoter Scores® (NPS®) and customer effort scores (CES).

There isn’t a standard format for measuring CSAT, but a typical survey asks a question such as, “How satisfied are you with the product you purchased?” Customers then rate their satisfaction on a scale where, for example, 1 equals very dissatisfied and 5 equals very satisfied. The score is then expressed as a percentage of satisfied customers. With a five point scale, that might be the percent of customers who responded with a four or five.

Customer satisfaction scores can be collected for a multitude of things. For example, contact centers often survey customers to find out their satisfaction levels with recent support interactions. CSAT scores can be tracked down to the agent level in order to reward agents with high scores and provide additional development to agents with lower scores.

CSAT surveys should be sent out immediately following the transaction that is the subject of the survey. Automated survey tools make this easy to do. For example, a contact center that uses survey software could configure it to automatically survey customers at the conclusion of phone calls or chat sessions. Then, on the back end, survey tools can calculate customer satisfaction scores from the survey responses.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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