CSAT (customer satisfaction score)
Definition
CSAT (customer satisfaction score) is a metric computed from short post-interaction surveys, typically "How satisfied were you?" on a numbered scale, expressed as the share of positive responses.
CSAT is the most direct of the customer-experience metrics: after an interaction — usually a resolved support ticket — the customer rates their satisfaction on a short scale, and the score is the percentage of responses that count as positive. It is transactional by design: it measures the interaction that just happened, not the relationship (that is NPS territory) or the effort involved (that is CES).
Why it matters
CSAT is the fastest feedback loop a support team has. It surfaces the agent who needs coaching, the topic that reliably frustrates people, and the process change that moved the number. Its known weaknesses matter too: response rates are low and skew toward the extremes, and a score without follow-through — nobody contacts the unhappy customer — is measurement without management. The operational questions are whether surveys go out reliably, whether responses can be faked or replayed, and whether a bad score triggers a workflow rather than a chart.
How CSAT works in Oneop
Oneop’s CSAT workspace computes CSAT, NPS and CES from actual survey responses — never sample data — with period-over-period comparison, per-dimension breakdowns against targets, and a response distribution histogram, joined to ticket data so scores break down by agent, priority and topic.
Survey delivery is triggered, not manual: resolving or closing a ticket fires every active survey trigger, mints a hashed single-use token valid for 14 days, and emails the customer a link — idempotently, so one ticket never generates duplicate surveys. On submission, the rating is validated against the metric’s range and the token is atomically claimed, so a survey link cannot be replayed to stuff the score.
Low scores trigger work, not just color. Detractor responses automatically open recovery cases — a real workflow with a root-cause taxonomy, notes, and a reopen-ticket action — so the follow-through is tracked in the same system as the score. On top of the numbers, an AI pass over free-text comments surfaces score drivers; it is a genuine metered model call, cached per workspace and period.
CSAT surveys are email-delivered, matching Oneop’s two channels: web chat and email.
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