Which metric specifically measures customer satisfaction after a service interaction?

• A. CSAT
• B. Net Promoter Score
• C. First Contact Resolution
• D. Average Handling Time

Answer: (A)

Measuring satisfaction after a service interaction is best captured by CSAT. CSAT surveys ask customers to rate how satisfied they were with the specific interaction, usually right after the service encounter, giving a direct read on their sentiment about the experience. Net Promoter Score looks at overall loyalty by asking how likely a customer is to recommend the company, which reflects broader perception rather than the immediate satisfaction of one contact. First Contact Resolution focuses on whether the issue was resolved in that first interaction, a metric about problem-solving success rather than how satisfied the customer felt. Average Handling Time measures how long the interaction took, emphasizing efficiency over satisfaction. So CSAT uniquely targets the satisfaction level resulting from that particular service experience.