Customer Satisfaction Score (CSAT) measures customer satisfaction through direct feedback measures, often through post-interaction surveys.
This metric tracks the pulse of customer experience and reflects the effectiveness of customer success functions. It can signal customer health, predict churn rates, and reveal areas needing improvement. Also, CSAT can be useful for assessing the impact of product changes, informing product enhancements, and prioritising development roadmaps.
Average CSAT of Surveyed Users
To calculate CSAT, average the scores from your post-interaction customer surveys.
Consider segmenting by subscription tier or demographics, so you can quickly hone in on problems and make targeted actions. Make sure to collect feedback consistently, ensuring broad representation across your customer base to avoid bias. More broadly, a focus on customer-centricity and product quality can help to improve CSAT.
A misconception is that a CSAT always correlates with customer loyalty; high CSAT scores may not imply high retention if other factors are at play. Another error is presuming negative feedback is all bad – constructive criticism often yields the most valuable insights for growth.