Customer Satisfaction Score (CSAT) collects post-interaction ratings (typically 1-5 stars or thumbs up/down) from customers. High CSAT correlates with retention and referrals. Low CSAT after returns indicates friction in the refund process, poor communication, or slow resolution. Collecting CSAT at multiple touchpoints—purchase, delivery, and return—identifies where experience breaks down.
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Customer Satisfaction Score
A metric measuring how satisfied customers are with their purchase and return experience.
Related terms
- Net Promoter Score — A customer loyalty metric based on likelihood to recommend, correlated with return behavior and churn.
- Return Policy — The documented rules governing whether and how customers can return products for refunds or exchanges.
- Chargeback — A dispute filed by a customer with their bank to reverse a payment, often resulting from a failed return or refund experience.
- Sentiment Analysis — AI that determines whether customer text expresses positive, negative, or neutral emotions.