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    Customer satisfaction (often abbreviated as CSAT, more correctly CSat) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.


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    In cases where companies have undertaken broad transformations of their customer-experience processes, the impact among B2B and B2C players has been similar, with higher client-satisfaction scores, reductions of 10 to 20 percent in cost to serve, revenue growth of 10 to 15 percent, and an increase in employee satisfaction.


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    According to new report from CFI Group, customer satisfaction levels have experienced a slight decline over the past year. Data compiled from consumers across various sectors reflects a customer satisfaction score of 68 (out of 100), a four-point decline from the previous year.


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