CX metrics

Answers on the scores CX teams report: how each is calculated, what a good result looks like, and why scores move.

What is a good CSAT score?

A good CSAT score typically falls between 75 and 85 percent for transactional support, with anything above 85 percent considered strong, though that range is a convention rather than a fixed standard. What is a good CSAT score for your team depends on industry, channel, and contact reason, so your own trend matters more than any published benchmark.

See how OnClarity ties scores to root causes

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AI agents

Resolution, handover, testing and measurement for AI agents in customer service.

Voice of Customer

Turning reviews, tickets, surveys and calls into fixes someone owns.

Quality assurance

Scoring every conversation, human or AI, against your own rubric.

Pricing, ROI and rollout

What AI in customer service costs, returns and takes to go live.

Security and governance

Data, access, audit trails and the questions security teams ask.

Support teams are no longer a cost centre.

See how AI Support Agent, Agent Assist, and VoC Analyst work on your own ticket volume.

Talk to an expert

Support teams are no longer a cost centre.

See how AI Support Agent, Agent Assist, and VoC Analyst work on your own ticket volume.

Talk to an expert

Support teams are no longer a cost centre.

See how AI Support Agent, Agent Assist, and VoC Analyst work on your own ticket volume.

Talk to an expert

MSA

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