CSAT is the share of survey responses rated positive. The formula, Intercom's emoji scale, and how to read the score when only some customers respond.
Published · Updated · Jake Bartlett
FoundationsSeventeen customer service job titles used in SaaS and tech, grouped by Intercom team size, with the work each title actually owns and when to split a role.
Published · Updated · Josh Spilker
FoundationsCSAT counts positive ratings and DSAT counts negative ones. Learn both formulas, why they do not total 100%, and how to turn DSAT into action.
Published · Updated · Nelson Joyce
FoundationsFirst contact resolution can't tell you whether the problem stayed solved. How repeat contacts, reopens, and follow-ups reveal the real outcome.
Published · Updated · Oscar Morrison
Foundations