Satisfaction Level

What's CSAT

The Customer Satisfaction Level (CSAT) is a key metric used to measure how satisfied users are with a product, service, or interaction.

After collecting both explicit and implicit feedback, the Insights Layer applies its proprietary algorithm to calculate the user's satisfaction during interactions with a chatbot or conversational AI. This score reflects whether the user’s intent has been successfully met. User intent reflects the underlying objectives or motivations driving user interactions. It uncovers what users aim to accomplish or ask about when interacting with an LLM-based product, whether they're looking for information, asking for help, or attempting to complete a specific task.

The CSAT is expressed as a score on a scale of 1 to 10. This score can also be represented through descriptive labels, such as: Very Unsatisfied, Unsatisfied, Neutral, Satisfied, and Very Satisfied.

Feedback Intelligence’s CSAT stands out by capturing implicit user feedback through the analysis of queries, deriving insights from both language patterns and behavioral signals. This approach provides a more nuanced understanding of user satisfaction beyond explicit feedback alone.