What is Customer Satisfaction (CSAT)?

Customer satisfaction (CSAT) measures how happy customers are with a specific interaction, typically captured by a short post-contact survey ("How satisfied were you?") and expressed as a percentage of positive responses.

CSAT is an outcome metric — it tells you whether the experience landed, but not why. Pairing CSAT with QA scores reveals the behaviours that actually drive satisfaction, and exposes the blind spot where a call passes QA but still leaves the customer unhappy.

QUALICORE can correlate QA scores against imported CSAT to surface exactly those mismatches, so coaching targets what customers actually feel.