CSAT Score
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction or overall service, typically collected through post-interaction surveys.
In Depth
CSAT is one of the most widely used customer experience metrics. It's typically measured by asking 'How satisfied were you with this interaction?' on a 1-5 or 1-10 scale immediately after a support conversation. The score is calculated as (positive responses / total responses) x 100.
A CSAT score above 80% is generally considered good, above 90% is excellent. CSAT provides immediate, transaction-level feedback that helps identify specific issues in support delivery. AI-powered support often achieves higher CSAT scores than traditional support because of instant response times, 24/7 availability, consistent quality (no 'bad day' effect), and accurate information retrieval.
However, CSAT should be measured alongside other metrics like First Response Time, Resolution Rate, and NPS for a complete picture. GuruSup tracks CSAT automatically and uses sentiment analysis to predict satisfaction scores even before surveys are sent, enabling proactive intervention.
Related Terms
Sentiment Analysis
Sentiment analysis is an NLP technique that identifies and classifies the emotional tone behind text, determining whether a message expresses positive, negative, or neutral sentiment.
First Response Time
First Response Time (FRT) measures the elapsed time between when a customer submits a support request and when they receive the first meaningful response from the support team.
Resolution Rate
Resolution rate measures the percentage of customer support tickets that are successfully resolved, either on first contact or within a defined timeframe.
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