What is customer satisfaction?
Customer satisfaction is how well a company's product, service or interaction meets or exceeds a customer's expectations. It is usually measured with surveys such as CSAT, which asks customers to rate their experience, and is a leading indicator of loyalty, retention and referrals.
How to measure
| Metric | Question |
|---|---|
| CSAT | "How satisfied were you?" |
| NPS | "How likely are you to recommend us?" |
| CES | "How easy was it?" |
| Reviews | Public ratings |
| Behavior | Repeat purchase, churn |
Drivers
Product quality, fast and accurate support, ease, and honest communication.
Improving it
Fix top contact drivers, reduce wait times, resolve on first contact, and act on survey comments.
