CSAT (Customer Satisfaction)

CSAT — Customer Satisfaction Score — is a metric that measures how satisfied customers are with a specific interaction, product experience, or service outcome, typically captured through a post-interaction survey asking customers to rate their satisfaction on a numeric scale. In a CRM-integrated service workflow, CSAT survey responses are automatically linked to the case or interaction record, giving managers visibility into satisfaction at the individual transaction level. Aggregate CSAT data by product, support channel, team, or customer segment reveals systemic service quality issues and drives targeted improvement initiatives. CSAT is typically tracked alongside NPS and churn rate as part of a comprehensive customer health monitoring framework.