CSAT (customer satisfaction score) is a measure of how satisfied customers are with a specific support interaction, usually collected with a one-question rating after the conversation closes.
The usual question is "How satisfied were you with the help you received?" on a scale such as 1 to 5. CSAT is the number of positive ratings (4s and 5s on a five-point scale) divided by all ratings, shown as a percentage. So 45 positive ratings out of 50 responses is a CSAT of 90%.
Keep the survey to one question and send it soon after the conversation is closed. Read low scores one by one, since a slow courier and a rude reply both show up as a 2. Small shops get few responses, so a single bad week can swing the number a lot.
Hobson collects CSAT ratings and shows them in reports, alongside time saved, so you can see whether AI-drafted replies are landing well with customers.