Support
이름 *
Customer Satisfaction Score is a measurement of customer happiness with a specific touchpoint — typically a support interaction. Usually captured via a post-interaction survey asking 'How satisfied were you with this resolution?' on a 1-5 or 1-7 scale. CSAT is transaction-level; NPS is relationship-level.
키 포인트
- Post-interaction surveys right after ticket resolution
- Typical 1-5 scale; 4-5 counted as 'satisfied'
- CSAT% = Satisfied responses / Total responses
- Best-in-class support: CSAT 90%+
이름 *
Support closes 1,000 tickets; 400 surveys received; 360 rated 4 or 5. CSAT = 360/400 = 90%.