Metrics

CSAT — Customer Satisfaction Score

A metric measuring how satisfied a customer was with a specific interaction, usually surveyed right after resolution.

Customer Satisfaction Score (CSAT) measures how happy a customer was with a specific interaction — most often collected with a short survey (a 1–5 scale or thumbs up/down) sent immediately after a ticket is resolved, while the experience is fresh.

CSAT is the tightest feedback loop in support: it maps directly to conversations your team handled, and you can trend it per agent, channel or priority. To keep it trustworthy, send it automatically at resolution and make responses tamper-proof. Helpdash CSAT surveys auto-send on resolution and are signed.

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