CSAT
Service Operations
CSAT (Customer Satisfaction)
Customer Satisfaction
Customer-reported satisfaction score for a transaction, product or service experience.
Examples
- 01After each support case, customers rate their CSAT from 1 to 5, and the average is 4.3.
- 02Supervisors review CSAT weekly by team and channel, and read every comment from customers who gave 1 or 2 points.
- 03A drop in CSAT on chat from 4.4 to 3.9 is traced to long pauses while agents search for answers, so chat agents get a faster knowledge tool.