Beginner · Evaluation

Customer Satisfaction Score (CSAT)

Visual diagram · (in preparation) · Math · (in preparation) · Worked example · 3 difficulty levels.

TL;DR. A commonly used metric to gauge customer satisfaction with a specific interaction or service.

Technical Definition

A commonly used metric to gauge customer satisfaction with a specific interaction or service.

How it works

CSAT is a direct measure of how pleased customers are with the conversational AI's performance. It is usually collected via a simple survey question at the end of an interaction, asking 'How satisfied are you with our service?'. High CSAT scores are a strong indicator of successful AI implementation and positive customer experiences.

Related Concepts

• Customer Effort Score (CES) — A metric measuring how easy it is for customers to resolve an issue or complete a task with an AI system.