Agent Satisfaction Score (ASAT)

What is agent satisfaction score (ASAT)

Agent Satisfaction Score measures how content support agents are with their roles, tools, environment, and growth opportunities—usually gathered via periodic surveys.

Impact of agent satisfaction score in customer support

Satisfied agents perform better, stay longer, and deliver more empathetic customer experiences. Dissatisfaction leads to disengagement, turnover, and quality dips. ASAT is a leading indicator of support team health and retention risk.

Formula + Example/Use Case

Formula:
Average rating from internal agent satisfaction surveys (usually on a 1–10 or 1–5 scale)

Example:
If agents rate their work experience an average of 8/10 in a quarterly pulse survey, that’s a healthy ASAT. Low scores in areas like tool usability or recognition signal areas to address.

What affects agent satisfaction score

• Workload balance: Overworked agents quickly lose morale.
• Tool performance and usability: Frustrating systems kill efficiency and job satisfaction.
• Growth and recognition: Lack of feedback or promotion paths dampens motivation.
• Support and coaching: Agents need consistent guidance and emotional support to thrive.

How to improve agent satisfaction score

• Provide regular feedback and coaching: Help agents feel heard and supported in their development.
• Celebrate wins and recognize effort: Acknowledge top performers and reward improvements.
• Involve agents in improvement decisions: Let them shape tools and processes—they're closest to the work.

Benefits

• Higher service quality: Happy agents bring more energy and care to customer interactions.
• Lower turnover: Reduces costs associated with hiring and training replacements.
• Stronger team morale and collaboration: Engaged agents support one another better.

Related metrics

•  Agent Utilization Rate
•  Ticket Reopen Rate
• Escalation Rate
• Churn Rate