TLDR
Customer satisfaction is how customers feel, while retention is how they act towards you. Customer retention is their readiness to purchase from you again and again and at a higher price, too. While customer satisfaction and retention are seemingly related, it can happen that your satisfaction score grows while customers drop off and your sales plummet. While CSAT does not always show the true customer satisfaction with your business in general and cannot forecast a churn trend, CSAT is a valuable tool for monitoring the efficiency of your customer service and, to a lesser extent, the quality of your product.via the TL;DR App
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