Customer satisfaction (CSAT)

What is customer satisfaction in market research?

CSAT is an essential part of market research for monitoring customer satisfaction and gaining insight into the overall customer experience. It helps organizations understand what works well and where improvements are needed within the various points of contact with the customer.

By regularly measuring CSAT, organizations can identify trends and make targeted adjustments to specific aspects of their business operations in order to optimize the overall customer experience.

Customer satisfaction in practice

The CSAT is requested within a satisfaction survey in the form of quantitative research, usually in the form of questionnaires. Specific contact moments in the buyer journey are assessed on a 5-point scale.

By conducting periodic CSAT surveys, organizations gain comparative insight into the performance of different departments. This enables them to make more targeted internal adjustments for each contact moment, thereby improving the overall customer experience.

Would you like to speak with a research specialist, without obligation?

Recently, we have conducted numerous satisfaction surveys for a diverse group of clients.

Curious about what we can do for your brand? Feel free to contact our Client Consultant Joris, he will be happy to help you!