Everything you need to know.
When to Measure CSAT? Customer Satisfaction Use Cases.
By far, the most common use case of CSAT is as a departmental metric in Call Centers, with Customer Service and Support teams. A CSAT survey is triggered after an interaction with a support or service representative or agent. Modern CSAT tools will have an integration with common helpdesk and CRM software so that the survey can get triggered upon a case closure, or issue resolution. These departments might track other metrics: the volume low CSAT ratings (3 or lower) (if the survey is triggered at after each interaction), or the time it took to respond to the opening of an issue, and the percentage of issues successfully resolved.
Product teams also use CSAT to understand what makes the customer tick, or where the product might fall short. They might have heard anecdotes and qualitative feedback from front line employees, but CSAT surveys are a great way for product teams to get access to first hand feedback right at their fingertips.