CX Guides

CSAT measurement grounded in context

You can’t improve what you don’t measure. Get everything you need to know on: CSAT metrics, CX mindsets, the ESAT-CSAT relationship, and how to gather feedback.

In this series of detailed pages we cover everything you need to know about measuring customer satisfaction.


This includes: CSAT metrics, CX mindsets, the ESAT-CSAT relationship, and how to gather feedback.


At a time when 93% of customers say they’re likely to make repeat purchases with companies who offer excellent customer service (according to HubSpot Research), this is information you can’t afford to miss.


Choose from the pages below to jump to the focus area you need.

Measuring CSAT

Measuring CSAT

Measuring customer satisfaction is capturing customer feedback and analyzing it.
KPIs and metrics for customer satisfaction

KPIs and metrics for customer satisfaction

If you’re measuring customer satisfaction, establishing a robust measurement framework is vital.
CSAT scores 101

CSAT scores 101

Customer Satisfaction (CSAT) scores are the backbone of CSAT measurement. Let’s dig into what they are, how to calculate them, and how to use them to great effect.
The connection between employee satisfaction and CSAT

The connection between employee satisfaction and CSAT

The happier employees are, the longer they stay, and the better they are at their job.
Data-led business process transformation KPIs

Data-led business process transformation KPIs

CSAT questionnaires and surveys are essential for capturing what customers think about your product or services.
Defining customer satisfaction

Defining customer satisfaction

Customer satisfaction has been defined in many different ways, let's explore the most popular.

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