Glossary
CSAT
Definition
CSAT (customer satisfaction score) is the share of customers who rate a support interaction positively, usually on a 1-5 scale after the conversation.
CSAT is measured by asking the customer to rate their experience right after an interaction (typically "How satisfied were you?", 1-5). The score is the percentage of responses that are positive (usually 4-5).
For e-commerce support, the biggest CSAT drivers are speed to a real answer and whether the answer was right. A fast wrong answer scores worse than a slightly slower correct one; a correct answer that required three back-and-forths scores worse than one that resolved on the first reply.
Why it matters
CSAT is the guardrail metric for automation. Deflection and resolution rate tell you what the AI did; CSAT tells you whether customers accepted it. Automating in a way that tanks CSAT trades support cost for churn.
How Resolvo HQ approaches it
Resolvo HQ optimizes the two things that move CSAT: instant, grounded answers (cited from your real data and policies) and honest escalation - handing sensitive or low-confidence cases to a human instead of frustrating the customer with a wrong guess.
Frequently asked
Does automation hurt CSAT?+
Bad automation does - looping bots, wrong answers, no path to a human. Automation that answers instantly, is actually correct, and escalates gracefully typically holds or improves CSAT because speed is the top driver for transactional questions.
What is a good CSAT for e-commerce support?+
Most teams aim for the high 80s to mid 90s as a percentage of positive ratings. Trend and segmentation (AI-handled vs human-handled) matter more than the absolute number.
See it on your own tickets
Replay real tickets in a sandbox and watch the agent resolve them before you pay.