Customer satisfaction is a metric capturing how well an organization’s product or service meets customer expectations. It helps teams understand customer experience and inform organizational strategy. section 7.1.1
A common CSAT measure comes from a survey question asking whether an interaction met a customer’s need. Results may be summarized as the percentage of respondents selecting “Yes” over time. section 2.1.2 section 7.1.1
Interpret customer satisfaction metrics with attention to measurement and evidence limits:
- Check what the metric actually represents; an aggregate score may omit customer identities, visited content, and response rates. section 2.1.2
- Treat survey results cautiously because question wording and response scales can substantially affect answers. section 2.1.2
- Separate association from causation: a satisfaction decrease after a promotion does not establish that the promotion caused it. section 2.2.3
- Document the rationale and scope of interpretations so stakeholders can evaluate conclusions and decisions responsibly. section 2.2.3
Help Center satisfaction survey
A Help Center pop-up asks customers, “Did this article answer your question?” The dashboard reports the percentage answering “Yes” over time, but provides no response rate or article-level detail. Further analysis therefore depends on ingesting the underlying survey data and assessing its limitations. section 2.1.2
