CSAT (Customer Satisfaction Score)

Customer Satisfaction Score (CSAT) is a metric that quantifies how satisfied a customer is with a specific interaction, product, or service. CSAT is typically collected via a brief survey immediately after a customer service interaction.

CSAT Survey Format

A typical CSAT survey asks: "How satisfied are you with the service you received today?" with response options on a 1-5 or 1-10 scale. Some organizations add follow-up open-ended questions to understand why satisfaction was low.

Interpreting CSAT Scores

• 4-5 (Satisfied): Customer likely to recommend; supports business growth.
• 3 (Neutral): Opportunity for improvement; customer may switch to competitor.
• 1-2 (Dissatisfied): Risk of churn and negative reviews; requires service recovery.

Why CSAT Matters

CSAT is a leading indicator of customer loyalty and lifetime value. Industries benchmark CSAT by department; a contact center might target 85%+ satisfaction (percentage of responses 4-5).

How AI Voice Agents Improve CSAT

AI voice agents solve issues in seconds without hold time or menu navigation, deliver consistent high-quality responses, and escalate complex issues smoothly to humans. Organizations typically see CSAT improve 5-15% after deploying AI voice agents in inbound channels.