CSAT measurement
We set up CSAT (Customer Satisfaction Score) measurement: a satisfaction survey after an interaction ('how satisfied are you?') and work with the results. Honestly upfront: CSAT measures satisfaction at a SPECIFIC moment/touchpoint, not loyalty or future behavior (satisfied ≠ will stay); it is a proxy signal with the same caveats (survey bias and fatigue, the extremes answer); to measure is not to improve (actions are needed); and context matters. We make CSAT a tool for improving specific touchpoints, not a number for its own sake.
CSAT measurement — overview
CSAT (Customer Satisfaction Score) is a satisfaction metric: the customer is asked right after an interaction (a purchase, a support request, using a feature) 'how satisfied are you?' on a scale, and the share of satisfied is calculated. We set up collection at the right points, analysis and work with results. Honestly about 'a moment and touchpoint, not loyalty', this matters: CSAT measures satisfaction with a specific interaction at a specific moment — how much the person liked this experience here and now. It is NOT the same as loyalty or a prediction of whether the customer will stay. A customer satisfied with a specific touchpoint may still leave (found cheaper, needs changed), and one unhappy with a single episode may stay. Confusing CSAT with retention is a mistake, and we honestly separate them. Honestly about proxy and survey caveats: like any survey, CSAT is biased (the extremes answer more), suffers from fatigue with frequent surveys and depends on wording and moment. It is a useful signal on specific points, not absolute truth. Honestly about 'measure ≠ improve': measuring CSAT itself improves nothing — actions on problem points are needed (what exactly causes dissatisfaction in this touchpoint). The value is in reaction, not a dashboard. Honestly about context: CSAT is good for assessing SPECIFIC touchpoints (support, purchase) and should be viewed in context, not as a single 'company score'. Honestly about the metric set: CSAT (satisfaction with a moment), NPS (overall loyalty, 997), CES (effort, 999) measure different things and complement each other — one metric does not replace the picture. Honestly about the effect: it helps find and improve weak touchpoints, but it is not a retention guarantee. Honestly about access: interaction points and a survey channel are needed. An important boundary: this is CSAT (satisfaction with a point); NPS — 997; CES — 999; the survey approach — 996. Picture this: instead of 'we do not know whether customers are satisfied with a specific service' — measuring touchpoint satisfaction focused on improvement, honest about limits. The base price starts from 30,000 ₽ (depends on volume and points).
Problems we solve
- We do not know whether customers are satisfied with specific interactions.
- CSAT is confused with loyalty and retention.
- The metric is measured but problem points are not improved.
- Surveys are sent at the wrong points or too often.
What's included in the CSAT measurement service
- CSAT collection setup at the right touchpoints
- Analysis of problem points and an improvement cycle
- Honest separation of CSAT vs loyalty/retention
- Accounting for survey caveats (bias, fatigue, wording)
- Honest boundaries (a moment not loyalty; measure ≠ improve; proxy)
- A link with NPS (997), CES (999), the survey approach (996)
- Contextual interpretation (not a single 'company score')
- Handover and review with you
What you get
- Understanding satisfaction with specific touchpoints
- An improvement cycle for weak points (not just a metric)
- Correct separation from loyalty/retention
- Honest boundaries (a moment; measure ≠ improve; no retention guarantee)
How the work goes: steps
- We determine the touchpoints to measure CSAT
- We set up collection and problem-point analysis
- We build an improvement cycle, honestly set boundaries with you
Why PDV Expert
- Fixed price and timeline — no surprises on the invoice.
- Report and recommendations in plain language — clear without a technical background.
- In touch at every step and answering questions about the result.
FAQ
Does a high CSAT mean customers will stay?
Not necessarily, honestly: CSAT measures satisfaction with a specific interaction at a specific moment, not loyalty or future behavior. A customer satisfied with one touchpoint may still leave (found cheaper, needs changed), and one unhappy with an episode may stay. Confusing CSAT with retention is a mistake. We honestly separate them: CSAT is about a moment, retention is about everything together.
Is measuring CSAT enough to make things better?
No, honestly: the measurement itself improves nothing. Actions on problem points are needed — what exactly causes dissatisfaction in this touchpoint and how to fix it. The value is in reaction, not a dashboard with a figure. Plus CSAT, like any survey, is biased (the extremes answer) and depends on the moment/wording. We build an improvement cycle rather than just show a chart.
CSAT, NPS, CES — aren't they the same?
No, honestly, they measure different things and complement each other: CSAT — satisfaction with a specific moment/point, NPS (997) — overall loyalty/willingness to recommend, CES (999) — the ease/effort of an interaction. One metric does not replace the picture, and none equals retention directly. We will honestly suggest what and where to measure rather than impose all three for quantity.
About the provider
The «CSAT measurement» service is provided by PDV Expert — a team specialising in «Customer retention». We work under contract and deliver a written report with recommendations.