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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Customer Satisfaction (CSAT)

Customer satisfaction (CSAT) is a measurement of the positive feelings or loyalty that customers feel toward an experience with a brand beyond the initial point-of-sale. Similar to Net Promoter Score (NPS), but with a more limited scope, CSAT is a representation of specific experiences like making a purchase through an online portal, returning a product with the help of customer service, or seeking product support over the phone.

By offering customer satisfaction surveys to customers following their experience with a brand, then allowing them to rate their experiences along a numerical scale, companies get a direct view into their ability to deliver customer support along each stage of the customer lifecycle. These surveys let brands hear straight from their customers about everything from the ease of a purchasing process to the helpfulness of individual support calls.

CSAT can be a valuable window into the experiences of a customer as they learn more about a companies’ products or services. With the help of customer survey data, a business can begin to identify stages within their overall customer experience (CX) that may need to be improved, like long hold-times, confusing instruction pages, or a complicated purchasing process. Through the discovery and elimination of pain points and difficulties along the purchasing journey, companies can better tailor their CX to the specific needs of customers — often boosting retention as a result. Failing to work to improve customer satisfaction, however, can mean risking repeat customers, as they will likely not want to return to a frustrating experience.

When it comes to boosting CSAT scores, choosing the right partner matters. At SYKES, we carefully select agents to fit the culture and values of your brand — while constantly analyzing the data we collect to improve the services we provide. Additionally, we tailor our support to the specific needs of your company and industry, offering scalable solutions designed to improve both CSAT and NPS.

Beyond agent selection, SYKES uses a unique lean-forward training technique to teach agents to carefully de-escalate tense interactions with customers while providing kind, empathetic support. We emphasize creating caring interactions, so your customers always find support experiences accommodating, and they’re never left without help at the moment of truth.

Additionally, SYKES leverages our strategic partnerships in the artificial intelligence (AI) and machine learning (ML) space to deliver helpful self-service and customer support solutions designed to minimize customer effort and maximize convenience. With more options to find useful support, fewer customers will get stuck on-hold — meaning less frustration, and more efficient, convenient experiences.