What is the Overall Customer Satisfaction Score?
The Customer Satisfaction Score is a commonly used KPI that tracks customers’ level of satisfaction with your business and its products or services. It is typically measured through surveys customers receive after interacting with a customer service agent, buying your product, or using your service. It is usually based on the question: “Overall, how satisfied or dissatisfied are you with (fill in name of company here)?” The score can be an average of the numeric value associated with the response scale (such as one through seven for “extremely dissatisfied” through “extremely satisfied”) or the percentage of respondents that select the “top box” or either of the “top two boxes” in the scale.