- name: satisfaction_score
  display_name: Customer Satisfaction Score
  category: support
  type: average
  unit: score (1-5)
  grain: monthly
  time_column: created_at
  table: support_tickets
  expression: "AVG(satisfaction_score)"
  description: "Average customer satisfaction rating on a 1-5 scale collected after ticket resolution. Measures customer perception of support quality and identifies areas for improvement."
  dimensions:
    - priority
    - category
    - agent
    - resolution_type
  notes:
    - "Score is collected via post-resolution survey email"
    - "Response rate is typically 25-35% of resolved tickets"
    - "Score of 4+ is considered 'satisfied', below 3 is 'unsatisfied'"
    - "Only tickets with a satisfaction response are included"
  synonyms:
    - csat
    - customer_satisfaction
    - satisfaction_rating
  sql: |
    SELECT
        DATE_TRUNC('month', created_at) AS month,
        ROUND(AVG(satisfaction_score), 2) AS avg_satisfaction,
        COUNT(*) AS responses,
        ROUND(
            COUNT(CASE WHEN satisfaction_score >= 4 THEN 1 END) * 100.0
            / COUNT(*), 1
        ) AS pct_satisfied
    FROM support_tickets
    WHERE satisfaction_score IS NOT NULL
    GROUP BY 1
    ORDER BY 1
  sql_by_category: |
    SELECT
        category,
        ROUND(AVG(satisfaction_score), 2) AS avg_satisfaction,
        COUNT(*) AS responses
    FROM support_tickets
    WHERE satisfaction_score IS NOT NULL
    GROUP BY 1
    ORDER BY 2 DESC