Recruiter's Glossary

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CSAT

Term from Customer Service industry explained for recruiters

CSAT, which stands for Customer Satisfaction Score, is a basic measurement tool used to understand how happy customers are with a company's service or product. It's like a report card from customers, usually collected through simple surveys asking customers to rate their experience. Companies use CSAT to figure out if they're meeting customer expectations and where they need to improve. Think of it as a temperature check of customer happiness. The score is typically shown as a percentage - the higher the percentage, the more satisfied customers are. This measurement is similar to other customer feedback tools like NPS (Net Promoter Score) or CES (Customer Effort Score).

Examples in Resumes

Achieved 95% CSAT score through improved customer response times

Led team to increase CSAT ratings from 75% to 90% within six months

Implemented new training program resulting in sustained CSAT scores above industry average

Monitored and analyzed Customer Satisfaction metrics to improve service delivery

Maintained high Customer Satisfaction Score through effective problem resolution

Typical job title: "Customer Service Representatives"

Also try searching for:

Customer Service Manager Customer Experience Manager Customer Support Representative Customer Success Manager Quality Assurance Specialist Customer Experience Analyst Customer Service Team Lead

Where to Find Customer Service Representatives

Online Communities

Professional Organizations

Job Resources

Example Interview Questions

Senior Level Questions

Q: How would you develop a strategy to improve CSAT scores across a large team?

Expected Answer: A strong answer should include creating training programs, identifying common customer pain points, implementing regular feedback reviews, and developing action plans based on customer feedback patterns. They should also mention how to measure success and maintain consistent service quality.

Q: How do you balance maintaining high CSAT scores with other business metrics like handling time and cost?

Expected Answer: The candidate should discuss prioritizing customer needs while being efficient, using data to make decisions, and finding ways to solve customer issues effectively without compromising service quality or business efficiency.

Mid Level Questions

Q: What methods have you used to gather and analyze CSAT data?

Expected Answer: Should be able to discuss different survey methods, timing of surveys, analysis of feedback patterns, and how to use this information to make service improvements.

Q: How do you coach team members to improve their individual CSAT scores?

Expected Answer: Should mention reviewing customer feedback, identifying areas for improvement, providing constructive feedback, and implementing training or development plans.

Junior Level Questions

Q: What is CSAT and why is it important?

Expected Answer: Should be able to explain that CSAT measures customer satisfaction through surveys and helps companies understand if customers are happy with their service and where improvements are needed.

Q: What actions can you take to improve CSAT scores?

Expected Answer: Should mention basics like being polite, listening carefully, resolving issues quickly, following up with customers, and asking for feedback.