Support metrics
CSAT
CSAT is a customer satisfaction score collected by asking a customer to rate a specific interaction, usually on a short numeric scale immediately afterwards.
Also calledcustomer satisfaction score
It measures one interaction, which makes it useful for spotting where a process breaks. Response rates are low and skewed toward people who felt strongly, so a small sample says less than it appears to. Asking in the same channel the conversation happened in raises the response rate considerably.
More in Support metrics
Worth knowing alongside it.
- NPS
- NPS is a loyalty measure based on asking customers how likely they are to recommend a business, then subtracting the share of detractors from the share of promoters.
- First response time
- First response time is how long a customer waits between sending a message and receiving the first meaningful reply from the business.
- Average handle time
- Average handle time is the average amount of working time an agent spends on one conversation from start to resolution.