CSAT (Customer Satisfaction Score) measures how satisfied a customer was with a specificinteraction, usually collected through a short survey right after a conversation ends.
Why it matters: CSAT is the most direct signal a CS team has about whether individualconversations are landing well. A dip after a policy change, a new AI deployment, or abusy period shows up here before broader metrics like retention would catch it.
How it's measured: customers typically rate a conversation on a scale (1-5 stars, or asimple positive/negative reaction), and CSAT is reported as the percentage of positiveratings out of all responses. Response rates matter too. A team collecting feedback on 10% of conversations has a much noisier CSAT number than one collecting on 80%.
Related Dixa capability: Dixa's Discover dashboard tracks CSAT in real time, broken downby channel, agent, and whether a conversation was handled by a human or by Mim, Dixa'sAI agent, so a team can see exactly where satisfaction is holding up and where it isn't.