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Enterprise AI Administration

CSAT

KPI Details · KPI Catalog

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KPI Details

CSAT

AT RISK
Code
CX_CSAT
Owner
Head of Customer Experience

Governance configuration shown for review and validation. Read-only.

Current state

Current value
78%
Change
-1pp (vs prior month)
Target
No stored target
Reporting period
2026-09
Unit
%
Direction of good
Higher

Definition

Mission area
Customer Experience
Decision journey
Customer Experience
Definition
Share of surveyed interactions rated 4 or 5 out of 5.
Formula
count(csat_score ≥ 4) ÷ count(csat responses) × 100
Grain
Complaint-case
Sources
Contact center survey responses

Governance & Lineage

  1. 0 Sources
  2. 0 Mappings
  3. 0 Variables
  4. 1 Formula
  5. 0 Rules
  6. 0 Models
  7. 4 Scenarios
  8. 3 Actions
  9. 1 Value records
View full lineage →

Related Intelligence

Linked governed records

Formulas (1)

Thresholds / rules (0)

None recorded.

Source mappings (0)

None recorded.

Variables (0)

None recorded.

Models (0)

None recorded.

Scenarios (4)

Actions (3)

  • Launch self-care promotion in app and SMSHead of Digital · Not started
  • Enable outage SMS triggers from NOCNOC Manager · Not started
  • Weekly NPS pulse reviewCX Analytics · Not started

Value (1)

  • Care cost reduction via self-serviceOn track

Decision journey

Customer Experience journeyScenario analysisValue realization