Customer Satisfaction Score (CSAT)

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Why AHT matters
Calculating AHT can help teams ensure inquiries are addressed and resolved in a timely manner. It can also illuminate opportunities to streamline case management workflows and identify which support scenarios require more attention.


A customer satisfaction score (CSAT) measures satisfaction with a company’s product, service or interaction on social media platforms. CSAT is measured individually through surveys with questions like “How satisfied are you with your experience today?” and “How would you rate our product/service?” CSAT data is gathered via surveys typically sent soon after an interaction is complete.

How to calculate CSAT
Once you’ve collected a solid amount of CSAT surveys, you divide the total south korea mobile database number of positive scores (those in the 8-10 range) by the total number of customers you surveyed and then multiply by 100. Here’s a handy formula:

Formula for calculating CSAT
Why CSAT matters
CSAT is a powerful customer support metric because it enables businesses to gauge customer satisfaction while gathering actionable data to further improve the customer experience. Additionally, you can also consider CSAT vs. workload. This metric refers to the comparison of customer satisfaction scores with the overall workload of the customer service team.