A customer satisfaction survey (CSS), also known as a CSAT survey, is a questionnaire designed by brands to assess the level of satisfaction their customers have regarding the product or service they received. The purpose of a CSAT survey is to gather feedback and measure customer sentiment across various touchpoints of the customer journey. The survey typically includes specific questions related to the customer’s experience and satisfaction level. Brands utilize CSAT surveys as a tool to understand customer needs, identify areas for improvement, and make data-driven decisions to enhance customer satisfaction. By analyzing the responses from CSAT surveys, businesses can gain valuable insights to optimize their offerings and improve overall customer satisfaction.