What is Customer Satisfaction (CSAT)?

Customer Satisfaction measures how well your products, services, or interactions meet customer expectations. It’s typically collected through surveys, ratings, or feedback forms after specific touchpoints (e.g., a purchase or support call). High CSAT scores indicate happy customers, which can lead to repeat business and positive word-of-mouth.

What is Customer Success (CS)?

Customer Success goes beyond satisfaction, focusing on helping customers achieve their goals with your product or service. It’s proactive, involving ongoing support, training, and personalized engagement to ensure long-term value. CS builds loyalty, reduces churn, and turns customers into advocates.

How They Work Together:

CSAT and CS are two sides of the same coin. For example, a low CSAT score from a support interaction might highlight a training gap, while CS initiatives can proactively address customer needs before issues arise. By integrating both, businesses can create seamless, delightful experiences that keep customers coming back.