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Customer Satisfaction (CSAT or C-SAT)

A measurement that determines how an organisation meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied). Customer satisfaction (CSAT) is a critical piece for providing metrics to evaluate how you can improve the customer experience and drive additional revenue.

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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