CSAT Survey Use Cases

CSAT is an excellent relationship milestone measure since it allows you to track how well your product (or a particular aspect of it) serves your consumers (after you deliver them the first pieces of value).

Here are some examples of CSAT survey use cases: 

  • Companies can use CES surveys to understand customer experiences across channels, such as which digital channels contribute most to the relationship. 
  • The same questions used for measuring customer experience can be used as a short survey tool to understand how customers feel right now. 
  • CSAT surveys can be used to identify loyalty or churn patterns by understanding what drives customer satisfaction. 
  • CSAT surveys can be used to understand the customer’s journey from awareness to purchase by looking at how customers discover a company, research products, and investigate reviews. In this way, companies can improve their product offerings accordingly.

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