CSAT
Customer Satisfaction Score - measures customer contentment with a specific interaction, product, or service. Typically collected through post-interaction surveys with ratings on a 1-5 scale. Provides immediate feedback on service quality.
Measuring Interaction Quality
CSAT captures immediate satisfaction following specific touchpoints. Unlike NPS which measures overall loyalty or CES which focuses on effort, CSAT answers a direct question: how satisfied were you with this particular interaction? This granularity makes CSAT valuable for evaluating specific support channels, agents, or AI implementations.
The metric is straightforward: customers rate satisfaction typically on a 1-5 scale immediately after interactions. Scores are usually reported as percentage satisfied (4-5 ratings) or average score. This simplicity enables quick feedback loops and clear performance tracking.
What Drives CSAT
- Resolution quality: Whether the issue was actually solved, not just addressed
- Speed: Time to resolution relative to customer expectations
- Communication quality: Clarity, empathy, and professionalism of responses
- Effort required: How much work the customer had to do to get help
CSAT for AI Interactions
AI-powered support can achieve CSAT scores comparable to or exceeding human agents when AI actually resolves issues. Customers care about outcomes more than whether AI or humans helped them. High-performing AI Agents often see 80-90%+ CSAT because they provide instant, accurate, complete resolutions. Low CSAT typically indicates AI isn't truly resolving queries—it's providing information without taking action or forcing customers to escalate. CSAT measurement helps distinguish effective AI automation from frustrating deflection.