Voice of customer
CSAT
Satisfaction on a one to five scale, asked immediately after the thing you want to know about.
CSAT asks how satisfied somebody was with an experience, on a scale of one to five. It is the most direct of the three instruments and the most tied to a specific moment: it measures the interaction that just happened rather than the relationship overall.
The headline is an average rather than a net score, which is what makes it readable alongside the interaction it refers to. A four point one is a four point one; it does not need a conversion in your head.
The console also reports the standard satisfied split, counting four and five as satisfied, so a distribution can be summarised in one number when that is what a report needs.
Timing is what makes CSAT work or not. Asked immediately after a specific interaction it is precise; asked at a random moment it becomes a vague brand-sentiment question that CSAT is not built to answer.