CSAT

CSAT (Customer Satisfaction Score) is a satisfaction metric: the customer is asked right after an interaction (a support request, issue resolution) 'how satisfied are you?' on a scale, and the share of satisfied is calculated. In the support section CSAT is especially appropriate for assessing request-handling quality. Honestly about duplication, upfront: this service is essentially identical to CSAT measurement in the retention section (998) — the methodology and honest boundaries are the same, only the section differs. We honestly say: do not order both, choose one entry point; we do not breed duplicates for the invoice. Honestly about 'a moment and touchpoint, not loyalty': CSAT measures satisfaction with a specific interaction here and now — how much this request was liked. It is NOT loyalty or a prediction of whether the customer will stay. A customer satisfied with a specific support answer may still leave, and one unhappy with a single episode may stay. Confusing CSAT with retention is a mistake. Honestly about proxy and survey caveats: CSAT is biased (the extremes answer more), suffers from fatigue with frequent surveys, depends on wording and moment. It is a useful signal on specific points, not absolute truth. Honestly about 'measure ≠ improve': the measurement itself improves nothing — actions on problem points are needed (what causes dissatisfaction in requests). The value is in reaction, not a dashboard. Honestly about context: CSAT is good for assessing SPECIFIC support interactions and should be viewed in context, not as a single 'company score'. Honestly about the metric set: CSAT (a moment), NPS (overall loyalty, 1014/997), CES (effort, 1016/999) measure different things and complement each other. Honestly about the effect: it helps find and improve weak service points, but it is not a retention guarantee. Honestly about access: requests/interactions and a survey channel are needed. An important boundary: this is CSAT (in support); the same service in retention — 998; NPS — 1014/997; CES — 1016/999. Picture this: instead of 'we do not know whether customers are satisfied with support quality' — measuring request satisfaction focused on improvement, honest about limits and the duplicate. The base price starts from 30,000 ₽ (depends on volume and points).

• We do not know whether customers are satisfied with request-handling quality.
• CSAT is confused with loyalty and retention.
• The metric is measured but weak service points are not improved.
• Surveys are sent at the wrong points or too often.

• CSAT collection setup at support points (after request/resolution)
• Analysis of weak service points and an improvement cycle
• Honest separation of CSAT vs loyalty/retention
• Accounting for survey caveats (bias, fatigue, wording)
• Honest boundaries (a moment not loyalty; measure ≠ improve; proxy; duplicate of 998)
• A link with NPS (1014) and CES (1016)
• Contextual interpretation (not a single 'score')
• Handover and review with you

• Understanding satisfaction with support quality
• An improvement cycle for weak service points (not just a metric)
• Correct separation from loyalty/retention
• Honest boundaries (a moment; not duplicating with 998; no retention guarantee)

• We check whether service 998 (the same CSAT) is needed instead
• We set up CSAT collection at support points
• We build an improvement cycle, honestly set boundaries with you

• How does this differ from CSAT measurement in the retention section (998)?

  Essentially in nothing, honestly: the methodology and honest boundaries are the same, only the catalog section differs. We honestly say: do not order both — choose one. We do not breed duplicates for the invoice but will set up CSAT once so it covers both support quality and overall satisfaction.

• Does a high CSAT mean customers will stay?

  Not necessarily, honestly: CSAT measures satisfaction with a specific interaction at a moment, not loyalty or future behavior. A customer satisfied with a support answer may still leave, and one unhappy with an episode may stay. Confusing CSAT with retention is a mistake. CSAT is about a moment, retention is about everything together. We honestly separate them.

• Is measuring CSAT enough to make the service better?

  No, honestly: the measurement itself improves nothing. Actions on problem points are needed — what causes dissatisfaction in requests and how to fix it. The value is in reaction, not a dashboard with a figure. Plus CSAT, like any survey, is biased (the extremes answer) and depends on the moment. We build an improvement cycle rather than just show a chart.