CSAT (Customer satisfaction score)
CSAT (customer satisfaction score) is the percentage of customers who rate a support interaction as satisfactory.
CSAT comes from a short post-interaction survey — usually "How would you rate the support you received?" on a scale. The score is the share of responses that fall in the top, satisfied band.
Because it is tied to a specific interaction, CSAT is a direct read on reply quality and tone, not just speed. It pairs naturally with first response time: fast but unhelpful replies show up as a low CSAT.