Satisfaction rate

The satisfaction rate shows the percentage of companies from the Retained step that have given a feature a 4 or 5 customer satisfaction score in an automated feedbackCSAT survey. It uses all the companies in the Retained step that have given feedback as the basis for the calculation.

The satisfaction rate is calculated as follows (using only companies who are in the Retained step):

Number of companies with a 4 or 5 CSAT score / Total number of companies who have provided a satisfaction score x 100

Low satisfaction scores from customer satisfaction surveys indicate that users may be having a negative experience with your feature. The scores alongside qualitative feedback give you tools to make impactful iterations that improve the feature and customer experience.

Related to: Features and STARS Framework