CSAT (Customer Satisfaction Score)
A post-interaction survey score measuring how satisfied a customer was with a specific support experience.
In practice
It's usually collected right after a specific interaction closes, often as a simple 1-5 or thumbs up/down rating - unlike NPS, which measures overall loyalty, CSAT is scoped to how one particular support experience went.
After a support chat resolves a shipping issue, the customer gets a one-question survey: "How satisfied were you with this interaction?"
Why it matters
Tracking CSAT at the individual-interaction level makes it possible to identify specific agents or processes underperforming, rather than relying on a vague overall sense of service quality.
Worth knowing
- Usually collected via a short, single-question survey immediately after an interaction.
- Scoped narrowly to one interaction, unlike NPS which measures broader brand loyalty.
- Low response rates are common, so trends over time matter more than any single data point.
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Let's talk it through
Tell us where things stand with putting csat into practice and we'll respond with next steps, no forms, no waiting in a queue.
- A specialist replies directly, not a support queue
- Whichever channel is fastest for you, call, WhatsApp or email
- No long-term contract to start the conversation
