Glossary
A metric measuring how satisfied customers are with a service or interaction.
Customer satisfaction score (CSAT) gauges how happy customers are, usually via a short post-interaction survey asking them to rate their experience. It is averaged into a percentage or score that tracks service quality over time.
CSAT is immediate and specific — it reflects how a particular interaction felt. It complements broader loyalty metrics and flags where service is strong or slipping.
Collecting CSAT in chat right after a resolution captures honest, in-the-moment feedback with high response rates.
CSAT gives a direct read on service quality so you can fix problems before they cause churn.
Defuser AI can send CSAT surveys automatically after a chat resolves — see the unified inbox.
A metric measuring how satisfied customers are with a service or interaction.
CSAT gives a direct read on service quality so you can fix problems before they cause churn.
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