Short answer
CSAT is a short satisfaction score after a ticket or order — often 1–5 or a thumbs up. For AI support, watch CSAT on automated tickets separately so a high automation rate cannot hide worse answers.
Worked example
If automated WISMO scores 4.6/5 and human refunds score 3.9/5, the AI is doing its job. If automated tickets fall below the human baseline, raise the confidence threshold.
This term sits in the AI customer support hub. Use the related pages below for the full playbook.
Frequently asked questions
What does CSAT mean for a D2C brand?
CSAT is a short satisfaction score after a ticket or order — often 1–5 or a thumbs up. For AI support, watch CSAT on automated tickets separately so a high automation rate cannot hide worse answers.
Where should I track CSAT?
Start in the AI customer support guide and the linked calculators or product pages. MarQet CX is built around this operating problem.