Metrics & KPIs

CSAT (Customer Satisfaction Score)

/ csat-customer-satisfaction-score /

A survey-based measure of how satisfied customers are with an interaction, commonly a 1–5 rating aggregated into a percentage.

Why it matters

CSAT is the customer’s verdict in one number. Tracking it against agent changes connects engineering decisions to how calls actually felt.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

First Notice of Loss (FNOL)

CSAT (Customer Satisfaction Score)

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