Customer Satisfaction Score
Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific interaction, product, or service, typically through a post-interaction survey.
In Depth
CSAT is one of the most widely used customer experience metrics due to its simplicity and directness. Customers are typically asked to rate their satisfaction on a scale (1-5 or 1-10) immediately after a support interaction, and the score is calculated as the percentage of positive responses. Unlike NPS (which measures loyalty) or CES (which measures effort), CSAT captures immediate satisfaction with a specific touchpoint.
Best practices include keeping surveys short, asking at the right moment, and acting on feedback quickly. AI agents improve CSAT by reducing resolution times, providing accurate answers, and maintaining a consistent tone. They also enable automated CSAT collection after every interaction and can analyze free-text feedback at scale to identify recurring themes and improvement opportunities.
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.
Customer Satisfaction
Customer satisfaction is a measure of how well a company's products, services, and overall experience meet or exceed customer expectations.
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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