What metric is typically used to measure customer satisfaction in help desk operations?

Customer Satisfaction Score (CSAT) is a key metric used to evaluate how satisfied customers are with the support they receive from help desk operations. This metric usually involves direct feedback from customers through surveys that ask them to rate their satisfaction with the service on a scale, often immediately after their interaction with the help desk. This immediate feedback helps organizations gauge the effectiveness of their support, identify areas for improvement, and understand customer experiences from their perspective.

While other options can provide valuable insights—such as the Net Promoter Score (NPS) which measures customer loyalty and likelihood of recommending services to others, or the Customer Retention Rate which indicates the percentage of customers that continue to use a service over time—they do not focus specifically on the satisfaction with the help desk interactions. The Employee Satisfaction Index, meanwhile, relates to how satisfied employees are, which is important for internal morale but not directly tied to customer feedback or satisfaction. Therefore, CSAT stands out as the most relevant metric in the context of measuring customer satisfaction within help desk operations.