What is CSAT?
Customer satisfaction score (CSAT) measures how satisfied customers are with an interaction or product, usually from a one-question survey rated 1 to 5 and reported as the percent of positive responses.
In more detail
Typical wording is 'How satisfied were you with this support experience?' CSAT is the percentage of respondents who answered 4 or 5. It is quick to collect and tied to a specific event, so it suits support. It misses customers who never respond, and response rates are often low and skewed toward extremes. Segment results by channel, issue type and whether AI or a person handled the contact, since an average can hide that a bot does well on simple questions and poorly on complaints. Read the comments as well as the number. CSAT differs from NPS, which asks how likely someone is to recommend you and measures loyalty.
Example
After each chat, customers see a thumbs up or down. The team compares bot-only chats with human-handled ones by topic and finds the bot scores lower on billing, so billing questions now go to people first.