Customer Satisfaction Score (CSAT)
About CSAT
Customer Satisfaction Score, or CSAT score, is a customer experience metric that measures happiness with a product, service, or customer support interaction through a customer satisfaction survey that asks: “How satisfied were you with [company]?”
CSAT percentage score is calculated by looking at the 4 to 5 ratings. The formula is: (The total Number of 4 and 5 responses) ÷ (Number of total responses) x 100 = % of satisfied customers. So, for example, a CSAT rating of 80% means that the majority of customers are giving a satisfied rating.
Why is CSAT important?
There is a direct correlation between how happy customers are and how much money a business makes. Your customer satisfaction score (CSAT) affects repeat purchases rates and customer loyalty, word of mouth referrals, and helps to inform business decisions. Creating an environment where your customers and agents are happy 100% of the time is impossible. But now that you understand the importance of customer satisfaction, you can tackle setting and achieving goals for this essential customer service metric, while also making sure your customers and agents feel appreciated and understood.
Who should take the CSAT Exam?
- Customer service professionals
- Customer support managers, senior executives, executives
- Anyone interested in customer satisfaction
CSAT Certification Course Outline
- What is Customer Satisfaction? - Definition & Examples
- The Relationship Between Customer Satisfaction & Retention
- Customer Relationship Management: Using CRM to Focus on Customers
- Customer Satisfaction Metrics & Methods
- Interpreting Customer Satisfaction Results
Certificate in CSAT FAQs
What career opportunities does this exam prepare me for?
This exam is specifically aimed at helping candidates clear the CSAT component of the UPSC prelims, a stepping stone to Indian Administrative Services, Police Services, Foreign Services, and other elite government roles.
What are the broader career options after clearing CSAT?
After clearing the full UPSC exam, candidates can pursue careers in civil services like IAS, IPS, IFS, IRS, or opt for state-level roles, think tanks, policy institutes, or academia.
Who is this exam ideal for?
Ideal for students, graduates, and professionals aiming to enter government service through the UPSC Civil Services Examination.
Can freshers benefit from this practice exam?
Yes, freshers gain foundational knowledge in aptitude, reasoning, and reading comprehension—skills applicable to several competitive exams and job roles.
Are there freelance or private sector roles for people skilled in CSAT subjects?
Absolutely. Skills in logical reasoning, numeracy, and decision-making are in high demand in consulting, market research, analytics, and teaching/tutoring fields.
What are the major benefits of CSAT prep for non-UPSC careers?
Prepares candidates for private and public sector exams, MBA entrances, bank exams, and jobs requiring analytical and decision-making abilities.
What kind of skills does CSAT prep help build?
Time management, mental agility, ethical judgment, reading accuracy, and critical numerical analysis.
Is this exam helpful for state-level or other government exams?
Yes, many state public service commissions and banking exams follow similar aptitude test patterns.
Can I take this exam if I'm not preparing for UPSC?
Certainly. The aptitude and reasoning skills tested are broadly applicable and valuable in various competitive exams.
Can teachers or trainers use this as a preparatory resource?
Yes, it's a valuable tool for educators to train students or test learners on key aptitude skills.