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In this video tutorial, the presenter discusses how to analyze customer satisfaction survey data, a key customer experience metric. This metric gauges customer feedback regarding services or products. The commonly used survey, known as "CSAT," typically consists of a single question asking customers to rate their satisfaction, often encountered after visiting a website or leaving a store. The tutorial will utilize data from a survey of 12 airline passengers, highlighting how feedback is collected about their experience from onboarding to other aspects of the flight. Note that the data used is not real-time.
