CSAT stands for customer satisfaction.
The reason why the metric is greatly influenced by advisor performance is because satisfaction is traditionally measured after a customer–advisor interaction.
While this is the conventional measure, CSAT can be measured in many different ways – at any point in the customer journey – whether that’s through surveys, customer focus groups or through social listening tools.
For this reason, it is difficult to compare CSAT scores across different organizations, but most will measure CSAT in some way or another.
Author: Rachael Trickey
Published On: 7th Jul 2022
Read more about - Definitions, Customer Satisfaction (CSAT)
