Gartner Information Technology Research

How to Measure and Interpret Customer Satisfaction (CSAT)

Published: 25 February 2020

ID: G00718273

Analyst(s): Deborah Alvord

Summary

This report provides an overview of how customer service and support leaders should measure and interpret CSAT, along with research showing the impact satisfaction has on customer service experience. This report also contains benchmark data for CSAT scores in select industries.

Table Of Contents

Overview

Introduction

Analysis

Gartner Recommended Reading

Notes

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