CSAT is a method for measuring customer satisfaction. After an interaction, you ask the customer to give a rating, usually on a scale of 1 to 5. The average gives you your CSAT score.
CSAT stands for Customer Satisfaction Score and is one of the most widely used metrics in customer service. After a conversation or interaction, the customer is asked: 'How satisfied are you with the help you received?' Answers are usually given on a scale of 1 to 5 or with emojis.
The CSAT score is calculated as the percentage of respondents who give a positive rating (usually 4 or 5). A score above 80% is generally considered good, but this varies by industry.
CSAT is valuable because it provides direct feedback on individual interactions. Unlike NPS, which measures overall loyalty, CSAT shows how well a specific conversation went. This helps you identify areas for improvement and coach your team.
Bugalou automatically sends a CSAT survey after every closed conversation. The results are immediately visible in your dashboard, per agent and per channel. This way you continuously measure and improve the quality of your customer service.
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