Customer Success / Support
Customer Satisfaction Score CSAT (aka "sat score", "satisfaction rating")
How satisfied customers say they were, usually right after an interaction.
The fork, why two teams get different numbers
The scale and the aggregation both fork.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: Customer-experience survey convention - no single standards body