CSAT has long been regarded as the standard tool for measuring customer satisfaction. However, as service scenarios grow more complex, its limitations have become increasingly evident—low response rates, extreme feedback, and fragmented data are no longer sufficient for today’s service demands.

To solve this, Intercom has introduced the new CX Score customer experience rating system. Powered by AI, it analyzes every customer conversation and scores it across three dimensions: issue resolution, customer sentiment, and service quality—comprehensively, accurately, and transparently. Compared to traditional CSAT, CX Score offers broader coverage and greater accuracy, enabling businesses to truly understand service quality and better optimize customer experience.

AI-Powered Next-Gen Rating Standard: Far Greater Coverage Than CSAT

In managing customer experience, the feedback CSAT provides is no longer enough to fully evaluate service quality. In contrast, CX Score delivers a more complete and authentic view of customer interactions with higher coverage and intelligent analysis.

It uses AI to automatically analyze every Fin or human support conversation, evaluating each sentence for service performance. Its coverage exceeds that of CSAT by over five times, providing deeper insights.

As shown below, in April, fewer than 5,000 CSAT responses were collected, while CX Score analyzed over 30,000 conversations—placing the two on entirely different levels in terms of data quality and decision-making value.

Three Core Dimensions: A More Authentic Customer Experience Score

CX Score’s rating system is built on three core dimensions, capturing the full quality of every customer interaction:

Issue Resolution: Was the customer’s concern fully addressed? Were multiple issues properly resolved?

Customer Sentiment: How did the customer feel during the conversation—satisfied, frustrated, or angry? Sometimes an issue is resolved, but the experience still falls short.

Service Quality: Was the agent’s response clear and helpful? Was it efficient and professional?

The system combines these three dimensions to generate a CX Score from 1 to 5 for each conversation, along with the reasoning and a summary. All interactions—whether handled by AI (e.g., Fin) or human agents—are scored by the same standard to ensure transparent, fair, and comparable results.

Proven Accuracy: A Trustworthy Scoring System

For any new rating system, accuracy and credibility are critical. To validate CX Score, Intercom conducted rigorous benchmarking—inviting experienced support experts to manually evaluate thousands of conversations and comparing their results with the AI-generated scores. The outcome showed a high level of consistency, with CX Score achieving near-human accuracy.

Customers have also given it high praise. Jared from Culture Amp shared that CX Score changed how they view customer support operations and reshaped the team’s service mindset. As Intercom’s Franka put it: “You can’t improve what you can’t see. With CX Score, everything becomes visible.”

Customer Experience Dashboard: Real-Time Insight into Service Quality and Optimization

CX Score is more than just a scoring tool—it is a core part of Intercom’s Insight product. Insight is a comprehensive analytics suite designed to help businesses understand customer sentiment, feedback, and needs, with the goal of truly improving the customer experience.

Within the Insight performance dashboard, you can track key metrics in real time, including CX Score, issue resolution rate, and AI participation rate, providing a holistic view of your support team’s performance.

The dashboard also shows trend data to help monitor service status and evaluate the impact of optimizations. Once performance is clear, the next crucial question is: what’s driving the good or bad experiences? Only by identifying root causes can businesses achieve continuous service improvement.

With insights from the dashboard, companies can enhance service efficiency and customer satisfaction. AI tools can also take on more initial support tasks, freeing up teams to focus on more complex and high-value issues.

CX Score – Powering Enterprise Support Excellence

CX Score is more than a rating tool—it’s the foundation for reshaping customer service strategy. It transforms previously hard-to-measure interactions into visible data, helping teams identify issues, measure improvements, and continually optimize the customer support process with comprehensive, real-time, and reliable insights.

As customer expectations continue to rise, smart and precise experience measurement has become key to boosting service competitiveness. With CX Score, companies not only gain a clear view of their service quality but can also drive decisions with data and truly transform into a customer-centric support model.