Customer Experience
CSAT: Direct Satisfaction Measurement
CSAT measures how satisfied customers are with a specific interaction, product, or experience. It's typically measured on a 1-5 scale immediately after an interaction.
Why It Matters
CSAT captures satisfaction at the moment it matters. Low CSAT on specific touchpoints tells you exactly where the experience breaks down.
How Novastra Helps
Novastra maps the customer journey, identifies friction points, and builds measurement systems that connect CSAT to operational changes.
(Satisfied Responses / Total Responses) x 100
Framework Phase
6
Execute
Deliver the strategy. Build the brand.