CSAT Practice Exam
- Test Code:1561-P
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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.
CSAT score has gained immense popularity across the globe resulting in huge demand for certified professionals.
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.
CSAT score certified professionals, executives and managers are in high demand in companies across the globe.
Who should take the CSAT Exam?
- Customer service professionals
- Customer support managers, senior executives, executives
- Anyone interested in customer satisfaction
Knowledge and Skills required for the CSAT
Critical thinking and communication skills helps candidate to gain quick success for career in customer service and CSAT score.
CSAT Practice Exam Objectives
CSAT exam focuses on assessing your skills and knowledge in customer service and CSAT score.
CSAT Practice Exam Pre-requisite
There are no prerequisites for the CSAT exam. Candidates who are well versed in customer service and CSAT score can easily clear the exam.
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
Exam Format and Information
Certification name – Certificate in CSAT
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees - INR 1199