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Field Service Manual
Glossary

Customer Satisfaction (CSAT)

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." A high customer satisfaction can reduce customer churn.

Why Does it Matter to Field Service

The cost to acquire new customers is much higher than keeping existing customers. This in turn can create higher attach rates, higher NPS scores, or additional revenue.