Remind me again, what’s CSAT?
Customer satisfaction score (CSAT) is the percentage of customers who enjoy the support they received from your team. It’s a lot like net promoter score (NPS), and it’s designed to measure the average customer support interaction. Most help desk tools can automatically send surveys and graph the results for you:
(What your CSAT graph might look like. Taken from Zendesk)
You’ll want to keep a close eye on this graph of CSAT over time. It’s a broad indicator, like the S&P 500 — if your CSAT goes down, there’s a problem, and you’ll need to do some research to understand the root cause of the problem. Oftentimes, CSAT scores will go up and down due to product changes, even when the customer support process stays the same.