Customer Satisfaction
Customer satisfaction is a measure of how well a company's products, services, and overall experience meet or exceed customer expectations.
In Depth
Customer satisfaction is the cornerstone metric for any support organization. It reflects the gap between what customers expect and what they actually experience. High satisfaction correlates strongly with retention, referrals, and revenue growth, while low satisfaction predicts churn and negative word-of-mouth.
Satisfaction is typically measured through surveys using CSAT scores, NPS, or CES immediately after support interactions or at regular intervals. AI agents improve customer satisfaction by reducing wait times to near-zero, providing consistent and accurate answers, resolving issues in fewer interactions, and being available 24/7. They also enable real-time satisfaction monitoring through sentiment analysis during conversations, allowing proactive intervention when a customer appears frustrated before they ever fill out a survey.
Related Terms
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.
Net Promoter Score (NPS)
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a company on a 0-10 scale, categorizing them as promoters (9-10), passives (7-8), or detractors (0-6).
Customer Effort Score (CES)
Customer effort score (CES) is a metric that measures how much effort a customer had to exert to get their issue resolved, their question answered, or their request fulfilled through a support interaction.
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