The CSAT score (Customer Satisfaction Score) is a key performance metric used to gauge a customer's satisfaction level after an interaction with a support team. It provides immediate feedback on how well the conversation met the customer's expectations, helping businesses assess the effectiveness of their customer service efforts.
This metric is crucial for customer service teams as it enables them to:
- Quickly measure the success of individual interactions.
- Identify areas needing improvement in real time.
- Implement necessary adjustments to enhance service quality.
The CSAT Score is calculated at the conversation level, meaning it evaluates each customer interaction separately. By analyzing these scores, businesses gain a detailed understanding of customer sentiment, allowing them to refine their support strategies and maintain high satisfaction standards.
Unlike broader satisfaction metrics, CSAT focuses on specific interactions, making it a precise tool for continuous service optimization.
The CSAT score is divided into three main categories:
Satisfied
Neutral
Dissatisfied
To find the CSAT Score:
- Log in to your Convin Dashboard.
- Navigate to the Conversations page, where all interactions (chats, emails, calls) are listed.
- Click on any specific conversation (chat, email, or call) to view its details.
- Under CSAT Analysis, you’ll see the customer’s satisfaction rating:
-✅ Satisfied (Positive feedback)
- 😐 Neutral (Moderate or indifferent feedback)
- ❌ Dissatisfied (Negative feedback)
This allows support agents and managers to quickly assess customer sentiment and take action if needed.
CSAT Score
CSAT measures customer satisfaction after each interaction, helping teams track performance and improve service quality.
Rated as: ✅ Satisfied | 😐 Neutral | ❌ Dissatisfied
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