What is CSAT (Customer Satisfaction Score)?
A survey score for how satisfied customers say they are. Useful but partial, covering a sliver of conversations.
CSAT, or Customer Satisfaction Score, is a survey-based score capturing how satisfied customers say they are with a given interaction.
CSAT typically covers a small fraction of conversations, often under 10%, and tends to capture emotional extremes. It is a valuable input but a partial one. In an AI-native model, sentiment analysis across 100% of conversations gives a far more complete read on the actual experience.
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Related terms
- Resolution rate The share of conversations an AI agent fully closes on its own. The most honest measure of whether your AI actually solves problems.
- Involvement rate How much of your inbound support volume the AI agent touches, whatever the outcome. A measure of footprint.
- Automation rate Resolution rate times involvement rate. The single number that ties AI impact to cost and capacity.
- Deflection rate Conversations that never reached a human. A legacy metric that mistakes silence for success.