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IT Support & Hardware · Foundational

Customer Satisfaction Score (CSAT)

A metric measuring user satisfaction with a support interaction, usually from post-ticket surveys.

Definition

CSAT is collected by asking users to rate their experience, often on a 1-5 scale, after ticket closure. It complements operational metrics like resolution time. ITIL emphasizes experience-level measures alongside SLA compliance (the 'watermelon effect').

Example

A closed ticket triggers a survey asking the user to rate the service from 1 to 5.

Exam tip

Green SLAs with unhappy users = watermelon effect; measure experience too.

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