Glossary
Customer satisfaction (CSAT)
A survey-based score, usually 1 to 5 or 1 to 7, that measures how satisfied a customer was with a single support interaction.
Customer satisfaction is a survey-based score, typically collected on a 1-to-5 or 1-to-7 scale immediately after a ticket closes. The most common formulation is the percentage of responses that scored 4 or 5, often called CSAT percentage. Healthy SaaS support teams target 85 percent or higher. Two practical pitfalls: surveying too late means customers forget the experience, and offering open-ended follow-up questions can inflate negative response volume. CSAT is most useful as a trend indicator across categories or agents rather than a headline number, since the absolute score tracks survey design as much as service quality.
Related terms
- Audit log: A per-ticket record of every AI decision, including the reply, the action, the confidence, and the source citations.
- Net Promoter Score (NPS): A 0-to-10 survey question that measures how likely a customer is to recommend you, scored as percent promoters minus percent detractors.
- Customer effort score (CES): A 1-to-7 survey score that measures how hard a customer had to work to get their issue resolved.