Customer satisfaction (CSAT)
A metric that measures how satisfied a customer was with a specific interaction or experience, typically captured by a short survey immediately afterward.
In more detail
CSAT measures satisfaction with a specific interaction: after a support conversation or a purchase, the customer is asked how satisfied they were, often on a simple scale. Because it is tied to a moment, it gives immediate, granular feedback on how a particular experience landed.
Its strength and limitation are the same: it is narrow. CSAT tells you about the interaction just measured, not about the overall relationship or the customer's loyalty. It also skews toward those motivated to respond. Used alongside broader measures, it is a useful pulse; used alone, it can miss the bigger picture.
Where this shows up at Ceven
Ceven can operationalize CSAT within workflows, triggering the survey after an interaction, collecting responses, and routing a low score to follow-up rather than letting it sit unseen. It acts across the customer's own support and survey tools rather than being the store of record, with each triggered action recorded in the audit trail.