CSAT (customer satisfaction)

CSAT is a customer's rating of service quality after a request is closed, usually on a scale of 1 to 5.

After an issue is solved the customer is asked to rate the help. The share of high ratings is the CSAT score.

The metric shows the quality of individual agents and of the team as a whole, and comments help find the reasons for dissatisfaction.

In Connecta ratings are collected automatically in the channel of the conversation and feed into agent rankings.