Glossary / CSAT (Customer Satisfaction Score)
CSAT (Customer Satisfaction Score)
A metric, usually gathered by a short post-interaction survey, that measures how satisfied a customer was with a specific support interaction or ticket resolution.
CSAT is typically collected with a single question after a ticket closes — "how satisfied were you with this resolution?" — on a simple scale (1-5, or a smiley-face equivalent), and reported as the percentage of respondents who rated the top one or two options. It's deliberately narrow: unlike NPS, which asks about overall loyalty to a company, CSAT measures satisfaction with one specific interaction.
The number is only as trustworthy as the response rate behind it. A CSAT score built on a 5% response rate skews toward whoever felt strongly enough to bother answering — usually the very satisfied or the very frustrated — which is why response rate is worth reporting alongside the score itself, not hidden behind it.
For an MSP, CSAT is one of the few numbers that ties directly to renewal risk: a client whose tickets keep resolving with low satisfaction scores is a churn risk long before they say so out loud in a QBR, which is why some MSPs track CSAT trend per client, not just as a company-wide average.
How Nexus handles this
Nexus keeps every ticket's resolution, SLA performance, and client history in the same record, so however an MSP tracks CSAT, that score lines up with the exact ticket and client it was about instead of living in a disconnected survey tool with its own client list to keep in sync.
More terms
MSP (Managed Service Provider)
A company that remotely manages a client's IT infrastructure and end-user systems on an ongoing, proactive basis — usually a flat-fee contract, not break-fix billing.
RMM (Remote Monitoring and Management)
Software that lets an MSP monitor device health and perform remote management tasks — patching, scripting, remote control — across every client site from one console.
PSA (Professional Services Automation)
Software that runs the business side of MSP operations — ticketing, SLAs, billing, contracts, and client records — the system of record most MSP work flows through.
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