T Textura

Glossary term

What is CSAT?

CSAT (Customer Satisfaction Score) is a metric of satisfaction with a specific interaction: a purchase, a support contact, a conversation. It's usually measured with the question "how satisfied are you?" on a scale immediately after the contact.

CSAT is calculated as the share of satisfied customers (for example, those who gave the top ratings on the scale) out of the number who responded, and is expressed as a percentage. The survey is tied to an event and asked while it's fresh, so CSAT specifically reflects the quality of that very interaction rather than overall attitude toward the company.

In this CSAT differs from NPS, which measures long-term loyalty to the brand, and from FCR, which shows whether the issue was resolved on first contact. CSAT is closest to operational quality in the moment: it responds to a specific conversation, agent or scenario and is good at catching local failures.

For a business, CSAT is a quick indicator of service quality: it's tracked by agent, topic and channel to find problem areas and gauge the effect of changes. Low CSAT on a specific scenario or employee is a direct signal of where to direct attention and coaching.

Survey-based CSAT has a limitation — only a fraction of customers respond, and often it's the satisfied ones or, conversely, the most irritated. Speech analytics complements the metric: automatic sentiment and conversation review provide a satisfaction estimate across all contacts and explain the reasons for low scores.

How it works in the platform

In the platform, satisfaction can be collected through voice surveys and simultaneously approximated automatically: system sentiment metrics and conversation topics are computed across 100% of records. Everything syncs to the analytical store, so the CSAT signal is available on dashboards and in filters together with the reasons.

Advanced analytics

Related terms

NPS NPS (Net Promoter Score) is a metric of customers' willingness to recommend a company, based on the question "how likely are you to recommend us?" on a scale from 0 to 10. It shows customers' overall attitude toward the brand rather than satisfaction with a specific conversation. Sentiment analysis Sentiment analysis is the automatic determination of the emotional coloring of a conversation: positive, negative or neutral. It shows how participants feel about the subject of the conversation and how their mood shifts over the course of the dialogue. FCR FCR (First Call Resolution) is the share of customer requests fully resolved in a single contact, without repeat calls or transfers. The metric shows how effectively support closes issues right away rather than stretching them across several interactions.

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