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CSAT — Customer Satisfaction Score
A metric measuring customer satisfaction with a specific interaction, on a 1-5 scale.
CSAT (Customer Satisfaction Score) is typically measured via a short post-call survey: "How satisfied were you with the service?" on a 1-5 scale. Good CSAT is above 4.2. AI voice agents achieve high CSAT through instant response, consistency, and fast resolution. According to Zendesk, AI agents achieve an average CSAT of 4.1 — very close to human agents (4.3), and even higher during after-hours. CSAT complements metrics like NPS and FCR for a complete picture of customer experience (Source: Zendesk CX Trends, 2024).