Customer Satisfaction Score (CSAT)
What it is
CSAT is typically collected with a one-question survey after a ticket is resolved, asking customers to rate their experience. The score is the percentage of positive responses.
Why it matters
CSAT is the most direct read on whether support is helping. For technical products it tracks closely with resolution speed and accuracy: customers forgive a lot if the answer is right and arrives quickly.
Best practices
- Read the comments – The free-text field explains the number. Tag themes monthly.
- Slice by escalation – Escalated tickets usually score lower. That gap shows how much engineering wait time costs you.
- Survey consistently – Send at the same moment for every ticket so scores are comparable.
How Decimal helps
Teams using Decimal raise CSAT by getting accurate, cited answers to customers faster, especially on the technical tickets that used to wait on engineering.