Customer satisfaction refers to the satisfaction of the customer with your product or services. It is the measurement of how products or services are meeting or exceeding customer expectations. It reflects the overall experience and perceived value that the business has delivered to the customer.

Calculating Customer Satisfaction Score (CSAT) 

It is calculated by

 CSAT Score (%)= (Number of Satisfied Customers​) / (Total Number of Respondents)×100

Customer satisfaction and CSAT scores are the indicators that help to assess how well a brand meets customer expectations. High satisfaction scores typically lead to increased loyalty, repeat purchases, and valuable word-of-mouth referrals. 

Why It Matters

Customer satisfaction monitors how well your business is performing. It helps businesses identify areas for improvement, strengthen relationships, and increase retention. Consistently high customer satisfaction is key to building brand trust and long-term success.