CSAT (Customer Satisfaction Score)

A rating of customer satisfaction with a specific interaction or experience.

Support

Ufafanuzi wa

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.

Pointi muhimu

  • 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%+
Mfano wa Mfano

Support closes 1,000 tickets; 400 surveys received; 360 rated 4 or 5. CSAT = 360/400 = 90%.

Maneno yanayohusiana

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KamoCRM inaunganisha CRM, mawasiliano, na shughuli - metrics neno hili linaelezea kuwa dashibodi za kuishi katika nafasi yako ya kazi.

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