CSAT, or Customer Satisfaction Score, is a widely used metric for measuring customer service quality, but it gives only half the picture and can be misleading. CSAT is influenced by various factors such as product knowledge, tone/empathy, and solution, making it difficult to pinpoint the exact cause of negative feedback. Customers don't see the complex processes behind their requests, and their expectations may not align with a company's internal quality standards. To get a complete overview of support interactions, teams should combine CSAT with Internal Quality Score (IQS), which measures how well agents' responses align with internal quality standards. IQS can be tracked by analyzing conversation reviews, using scorecards to reflect quality standards, and conducting regular review sessions. By balancing CSAT with IQS, teams can gain a more accurate understanding of their support quality and identify areas for improvement. Tools like Intercom can help track CSAT and IQS, providing a comprehensive view of customer feedback and enabling data-driven decision-making.