---
Title: "What Is Customer Satisfaction? Definition and Metrics"
Url: "https://computer.io/glossary/customer-satisfaction"
Topic: "Metrics"
Description: "Customer satisfaction measures how well a product, service or interaction meets expectations. Definition, measuring it with CSAT and how to improve."
---

# 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.

## FAQ

### What is a good customer satisfaction score?

It varies by industry; many teams aim for CSAT above 80%.

### What is the difference between satisfaction and loyalty?

Satisfaction is about one experience; loyalty is long-term preference.

### How often should you measure customer satisfaction?

After key interactions, plus periodic relationship surveys.

## Related terms

- [CSAT (customer satisfaction score)](https://computer.io/glossary/csat)
- [Customer expectations](https://computer.io/glossary/customer-expectations)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Customer satisfaction](https://devrev.ai/blog/customer-satisfaction)
- [Customer satisfaction score](https://devrev.ai/blog/customer-satisfaction-score)