Which metric is most directly used to gauge customer satisfaction after a service interaction?

• A. NPS
• B. Churn rate
• C. Resolution time
• D. CSAT

Answer: (D)

Measuring satisfaction immediately after a service interaction is what this question is getting at. The direct way to capture that feeling is the CSAT metric, which asks the customer to rate how satisfied they were with that specific encounter, usually on a simple 1–5 scale. Because it ties feedback to the exact interaction, CSAT provides a clear and actionable read on how well the service experience met the customer’s expectations in that moment.

Net Promoter Score, while valuable, focuses on overall loyalty and the likelihood of recommending the company, which reflects a longer-term perception rather than satisfaction with a single service event. Churn rate tracks whether customers leave over time, which is more about retention and the health of the relationship than the immediacy of satisfaction after one interaction. Resolution time measures how quickly the issue was resolved, highlighting efficiency rather than directly capturing the customer’s satisfaction with the service they received.

So, the most direct measure of satisfaction after a service interaction is CSAT.