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What is Customer Satisfaction? Role of CSAT in Marketing

What is Customer Satisfaction?

Customer satisfaction

Customer Satisfaction  (often abbreviated as CSAT), is a term used frequently in Marketing, refers to the state when customers feel satisfied, satisfied, have a good impression of a product/service during and after the process. use that product/service. In many cases (reports, survey results, plans...), Customer Satisfaction (CSAT) is used as a measure of customer satisfaction (usually expressed in %).

Example: Through reports, statistics and research, the CSAT index for HP's laptop product line is 70%.

Role of Customer satisfaction in Marketing

Ever since the school of Inbound Marketing began to spread, customer satisfaction has often been one of the big goals in marketing strategies and plans in businesses. Firstly, Customer satisfaction is a measure of product and service quality. Although the quality of products & services can be measured through aspects such as the quality of raw materials, processing quality, service attitude, etc., the best state of expression still lies in the experience. of customers, the level of customer satisfaction.

Second, Customer satisfaction is a factor contributing to building a strong brand. The higher the CSAT score, the higher the percentage of customers who have a good impression of the brand, thereby increasing the value of the brand in the market.

Third, Customer statisfaction is the core factor to build customer loyalty. If the business' CSAT is below 50%, it is very difficult for a customer to keep coming back to your product/service in the next purchase.

Finally, Customer satisfaction is the basis for businesses to increase product costs to earn more profits. Obviously, we can easily see that customers will be willing to pay more for a product/service that makes them happy. If your product/service has a higher CSAT score, and with a more for more positioning strategy, you can price your product/service at a higher level.


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