The usual method is a single question, something like how satisfied were you with this conversation, answered on a short scale. The score is the percentage of responses that fall in the positive range. Because it asks about one interaction rather than the whole relationship, CSAT is best read as a snapshot, not a verdict.
Its main weakness is response bias. People who are delighted or furious answer, and the quiet middle usually does not. That makes small samples noisy, so the trend over many responses tells you far more than any single week's number.
Most small businesses never formally run CSAT surveys, and that is fine, the raw material is already in front of them. Reading actual chat transcripts in your Clerkzo dashboard tends to be more useful than a rating out of five, because you can see exactly where a visitor got stuck and fix the answer with the corrections loop.
Related guides
Related terms
Browse all 104 terms- Customer effort scoreCustomer effort score (CES) measures how much effort a customer had to expend to get their issue resolved, based on the idea that making things easy predicts loyalty better than delighting people does.
- Customer self-serviceCustomer self-service is letting customers find answers and complete simple tasks on their own, like checking prices, confirming service areas, or requesting a booking, without needing a staff member to respond.
- After-hours answeringAfter-hours answering is covering customer enquiries that arrive outside business hours, evenings, weekends, and holidays, so those customers get a response instead of moving on to a competitor.
- Net Promoter ScoreNet Promoter Score (NPS) is a loyalty metric based on one question, how likely a customer is to recommend you to someone else, scored by subtracting the percentage of detractors from the percentage of promoters.