Customer Satisfaction Score (CSAT) typically asks customers to rate a single interaction (often 1-5), Net Promoter Score (NPS) asks how likely a customer is to recommend the business to others on a 0-10 scale, and first-response time measures how quickly a customer's initial message gets any reply -- together these three metrics give a team a rounded view of both immediate interaction quality and longer-term loyalty. A low CSAT score on an individual interaction is far more useful when treated as specific, actionable feedback ('the wait time was the issue, not the agent') rather than as a personal judgment, and the agents who improve fastest are the ones who review their own negative feedback for patterns rather than dismissing it. First-response time matters disproportionately to customer satisfaction even when the full resolution takes longer, because a quick acknowledgment ('we've received your request and are looking into it') reduces anxiety even before the real answer arrives. Building personal consistency -- using a simple checklist for complex issue types, keeping a personal log of unusual problems and their solutions, and reviewing your own past interactions periodically -- is what separates agents who improve steadily over time from those who plateau after initial training.