Draft reference — content review pending
Customer Satisfaction Score
The average score customers give to a consistently worded satisfaction question on a defined survey scale.
Business question
How do responding customers rate their satisfaction with the defined experience?
Formula
Customer satisfaction score = sum of valid responses to the fixed satisfaction question ÷ number of valid responses, reported on the chosen survey scale.
Calculation notes
Keep the question, scale, response treatment, and survey timing consistent. Report the scale and response base beside the score.
Edge-case guidance
Do not compare scores collected with different questions or scales. Small response bases should be shown as a limitation, not presented as a universal customer view.
Required data
| Input | Type | Status | Available source hints |
|---|---|---|---|
| Valid satisfaction scoresResponses to the same satisfaction question on the same scale. | Number | Required | CRM · Google Sheets · Excel · Manual records |
| Valid response countNumber of valid responses included in the average. | Number | Required | Google Sheets · Excel · Manual records |
Interpretation
Use the score to identify changes in reported experience and read it with response volume, segment, question wording, and qualitative feedback.
Caution
A satisfaction score is subject to response bias, question wording, timing, and scale choice. It does not define a universal good score.
Implementation recommendation
Keep the survey question and scale stable, display response count, and review comments or complaint themes with the score.
Target guidance
Set the first target from a comparable historical baseline for customer satisfaction score, then adjust it for strategy, capacity, seasonality, data quality, and relevant market or regulatory context. Review the direction with the accountable business owner rather than treating any external benchmark as universal.