Metrics & KPIs

CSAT

Customer Satisfaction Score — typically a 1-5 rating on support interactions. Below 4.3 average is a sign of systemic product, shipping, or support issues.

CSAT is a 1-5 (sometimes 1-10) rating a customer gives after a support interaction, usually via a one-click post-ticket email from Gorgias, Zendesk, or Help Scout. Average CSAT is a leading indicator of churn, refund rates, and chargebacks.

Benchmarks:

Track CSAT weekly by agent and by ticket type. A sudden drop in one agent's CSAT is a training issue; a sudden drop in one ticket category (e.g., "shipping delay") means an operational issue that PR and copy-paste replies won't fix.

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Related terms in Metrics & KPIs
AOV
Average Order Value — the average dollar amount a customer spends per transaction. Total revenue divided by number of orders.
AOV Lift
The increase in Average Order Value produced by a specific tactic — bundles, upsells, order bumps, quantity discounts. Every dollar of AOV lift compounds against ad spend.
ATC
Add to Cart — the tracked event when a visitor adds an item to their cart. ATC-to-purchase ratio is a powerful diagnostic of checkout friction.
Attach Rate
The percentage of orders that include a secondary item — typically an upsell, bundle, or order bump. Every 10% of attach rate is ~4-6% of AOV lift.
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