Customer satisfaction (CSAT) is a key performance metric that measures how well a company meets or exceeds customer expectations. It reflects how satisfied customers are with a product, service or interaction. CSAT surveys often ask customers to rate their experiences on a numerical scale. A common misconception is that CSAT only tracks support quality — it actually evaluates the entire customer experience.
“Many companies aim to improve customer satisfaction and, in turn, their NPS and CSAT scores. A major contributor to customer dissatisfaction is inefficient or slow service, often due to agents spending a large portion of their time searching for information and summarizing interactions. Generative AI is a valuable tool for enhancing agent efficiency by assisting with real-time information retrieval and content generation.”
Tim Friebel
Global Director of AI and Innovation Value, Genesys
Enterprises use customer satisfaction surveys to evaluate how customers feel immediately after interactions. Real-time measurement helps identify issues such as long wait times or unhelpful responses, allowing leaders to make quick improvements that enhance service quality and agent performance.
High customer satisfaction directly impacts loyalty and lifetime value. Enterprises analyze CSAT trends to detect churn risks early and address dissatisfaction before it affects retention. When combined with AI-powered analytics, CSAT insights guide targeted engagement strategies that foster long-term trust and brand advocacy.
CSAT scores provide actionable feedback that helps enterprises coach and develop their workforce. Managers can correlate satisfaction data with call recordings or chat transcripts to identify best practices and training opportunities. This creates a performance-driven culture centered on empathy and customer outcomes.
Modern customer experiences span voice, chat, social media and self-service. Enterprises use CSAT to benchmark performance across channels, revealing which touchpoints deliver the highest satisfaction. This insight supports investment decisions that align experience design with customer expectations.
With Genesys Cloud™, enterprises can measure and improve customer satisfaction at every touchpoint. The AI-Powered Experience Orchestration platform captures real-time feedback, analyzes sentiment and delivers actionable insights to elevate service quality. Transform your CSAT results into a strategic advantage that drives loyalty and growth.
Learn how to increase customer satisfaction with Genesys Cloud.
