Customer Satisfaction Score (CSAT)

is a direct measurement of how satisfied a customer is with a specific interaction, product, or service experience, collected through brief surveys typically presented immediately after a transaction or support resolution. CSAT surveys ask customers to rate their experience on a simple scale — commonly 1 to 5 or 1 to 10 — and the score is calculated as the percentage of respondents who select the highest positive ratings. ConnectGain enables automated CSAT collection through WhatsApp and SMS surveys triggered immediately after key interaction events such as ticket resolution, appointment completion, or product delivery, capturing real-time satisfaction data that provides actionable feedback for service quality improvement and identifies specific agents or processes requiring coaching or optimization.