Customer Satisfaction Score
A metric that measures how satisfied customers are with a support interaction, usually via a short post-conversation survey.
Glossary/Customer Satisfaction Score
Customer Satisfaction Score (CSAT) measures how happy customers are with a specific interaction, typically by asking a simple question like 'How would you rate the support you received?' after a conversation is resolved. It's usually expressed as the percentage of positive responses.
CSAT is one of the most direct signals of support quality because it comes straight from customers about a real experience. Tracked over time and broken down by agent, channel or topic, it highlights what's working and where to improve. It pairs well with operational metrics like response and resolution time.
LiveBotIQ includes built-in CSAT surveys that can be sent automatically after resolution, with scores tracked in reporting.
Related terms
See Customer Satisfaction Score at work in LiveBotIQ
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