The ultimate goal of customer service is customer satisfaction.
Every support agent strives to ensure that when a customer exits the interaction, he is satisfied with the solution provided. Some brands, on the other hand, go the extra mile and strive for customer delight rather than just customer satisfaction.
Excellent customer service can boost customer retention, word-of-mouth, and, eventually, sales. However, great support is not quantifiable. This is where C-SAT surveys come into play.
A C-SAT survey is generally sent to the customer after their ticket has been resolved to determine how satisfied the customer is with the support they received. The customer has three options: happy, indifferent, or unhappy. They can also leave feedback about their experience and suggestions for how it can be improved.
