CSAT (Customer Satisfaction)
CSAT (Customer Satisfaction Score) measures customer satisfaction after a specific interaction, usually with a direct question like: how satisfied are you with the support you received? Answers use a scale, commonly 1 to 5; the score is calculated as the percentage of positive answers out of all answers collected. In chat, the survey happens directly in the conversation that just ended.
CSAT is a transactional metric: it captures satisfaction with a single interaction, not overall loyalty, which is NPS territory. That's why it is measured right after the event being rated, while the memory is fresh: the closure of a support request, a delivery, an appointment. In chat, the question arrives in the same conversation, and proximity to the context makes a response more likely and more accurate than an email survey sent days later.
For scores to be useful, you need consistency and segmentation: the same question, asked at the same point of the journey, compared over time and broken down by request type, agent or channel. Low scores are worth more than high ones: re-contacting those who declare themselves unsatisfied recovers relationships and surfaces process problems. Better one crisp question with a simple scale than long questionnaires, which get abandoned in chat.
With SendApp you can send the rating request directly in chat when support ends, including with quick buttons, and find the answers in the conversation's unified history.
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