CSAT (customer satisfaction score)
Also called CSAT, Customer satisfaction score
CSAT, or customer satisfaction score, measures how satisfied customers are with a specific interaction or service, usually through a one-question survey after a conversation. On a 1-to-5 scale it is commonly reported as the percentage of responses that are 4 or 5, out of all responses received.
Example
After a chat, 200 customers rate it and 170 choose 4 or 5 stars, giving a CSAT of 85%.
Why it matters for a website chatbot
CSAT shows how visitors feel about the help they got, which resolution numbers alone can miss. ChatBento doesn't run surveys inside the widget yet, so read a sample of conversations in the inbox and ask leads about their experience when you follow up.
See it in practice: Human handoff
Related terms
- Resolution rateResolution rate is the percentage of conversations or tickets in which the customer's issue was actually solved. For AI chatbots, automated resolution rate counts conversations the bot resolved without a human, typically confirmed by the customer's feedback, a follow-up review or the absence of a repeat contact.
- First response time (FRT)First response time (FRT) is the time between a customer contacting support and receiving the first reply from a person or system. It is usually reported as an average or median across conversations. Automated acknowledgements are often excluded so that FRT reflects the first meaningful response to the question.
- Average handle time (AHT)Average handle time (AHT) is the average time a support agent spends on one customer interaction, from start to finish, including talking or chatting, any hold time and the follow-up work afterward. Contact centers use it to plan staffing and to spot interactions that take longer than they should.