Glossary
CSAT
CSAT, the customer satisfaction score, is the percentage of customers who rated an interaction positively (typically 4 or 5 on a 5-point scale, or thumbs up).
Formula
CSAT = (positive ratings ÷ all ratings) × 100How to read it
CSAT is about one interaction, not the relationship (that is NPS). Ask immediately after the conversation, keep it to one tap, and expect a response rate of a few percent on web chat.
For AI conversations, a thumbs up or down on each answer is the practical form: it tells you which answers to fix, not just how people feel on average.
Read CSAT next to resolution rate. A high resolution rate with poor ratings means the assistant is confidently wrong somewhere; the thumbs-down list points at the answer.
In SupportLime
Every AI answer in the widget has thumbs up and down. Analytics shows the totals and the inbox shows the rating on each message, so you can see exactly which answer a visitor disliked.
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