Customer Satisfaction Score (CSAT)

A metric that measures how satisfied customers are with their support experience, typically collected through a post-conversation survey with a 1-5 star rating.

Technical definition

CSAT is calculated as (number of satisfied responses ÷ total responses) × 100, where 'satisfied' is typically defined as 4 or 5 on a 5-point scale. It is a lagging indicator — it measures outcomes, not process. CSAT should be tracked per channel (AI vs. human), per topic, and over time to identify trends and the impact of changes.

How Verabase uses CSAT

Verabase includes CSAT surveys in the chat widget and voice agent. After a conversation ends, customers see a simple star rating prompt. Results appear in Analytics → Customer Satisfaction, filterable by agent, channel, and time period. Critically, Verabase shows separate CSAT scores for AI-resolved vs. human-resolved conversations, so you can directly compare AI quality against your human team.

Why it matters for support teams

CSAT is the ultimate measure of whether your AI support is actually helping customers. High deflection rates mean nothing if customers are dissatisfied with the AI's answers. Tracking AI-specific CSAT scores lets you prove (or improve) the quality of your automated support, and gives you hard data for stakeholder buy-in.

Related terms

How Verabase Handles Self-Healing Knowledge

The standard industry approach relies on support agents manually flagging stale content and technical writers updating documentation weeks later. Verabase completely upends this model through an autonomous AI platform that identifies knowledge gaps the moment an AI agent encounters a question it cannot answer.

Rather than requiring manual intervention, our visual RAG engine drafts a proposed fix. It analyzes the context of the user's question, reviews your existing knowledge base for conflicts, and creates a clear, structured article or snippet. All you need to do is click 'Approve'. This ensures your AI agents continually get smarter over time without adding to your support team's workload.

Security First Architecture

Many legacy platforms bolt AI onto their existing infrastructure, creating potential data leaks between tenants or exposing sensitive internal documents to end-users. Verabase is built from the ground up with a Bring Your Own Key (BYOK) architecture, enterprise-grade access controls, and strict semantic boundaries. This means your private engineering documents never accidentally leak into customer-facing agent responses.