CSAT (Customer Satisfaction)
Measure post-purchase satisfaction and catch issues before they impact retention.
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Why CSAT Matters Post-Purchase
The post-purchase experience is critical for customer retention. A CSAT (Customer Satisfaction Score) survey sent shortly after purchase captures immediate reactions while the experience is fresh. Research shows that customers who report high satisfaction scores are 3x more likely to make repeat purchases and provide referrals.
Optimal Timing and Frequency
Send CSAT surveys 24-48 hours after product delivery or service completion—soon enough to capture fresh impressions, but allowing time for initial product use. For repeat customers, survey after every 3-5 purchases to track satisfaction trends without causing survey fatigue.
Closing the Feedback Loop
CSAT surveys are most effective when paired with rapid response protocols. Set up alerts for scores below 3/5, respond to dissatisfied customers within 24 hours, identify systemic issues from aggregate data, and publicly celebrate high scores to reinforce positive behaviors.