IT Operations Glossary

What is CSAT (Customer Satisfaction Score)?

A metric measuring how satisfied users are with the support they received, typically on a 1-5 scale.

Design and implement effective CSAT surveys for IT support — questions, timing, and action.

Measure and improve IT support quality — CSAT, FCR, SLA compliance, and more.

Train IT agents on empathy — understanding user frustration, de-escalation, and positive communication.

WhatsApp groups are not a helpdesk. Here is why they break down and what to use instead.

Users waiting hours for IT support? Here is how to dramatically improve response times.

Put CSAT into practice with workro desk.

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