Been digging into our CSAT data lately.
The numbers look solid, but I’m wondering if they’re really telling the full story of customer satisfaction.
Curious how others are interpreting CSAT in relation to other metrics. What insights are you drawing from your scores?
CSAT can be tricky. We’ve had good scores for months, but they didn’t match up with our retention rates.
Turned out people were happy with support interactions, but still churning due to product issues. CSAT wasn’t catching that.
Now we pair CSAT with NPS and feature-specific feedback. Gives us a more complete picture.
Also started tracking CSAT trends over time instead of just looking at the raw number. Helps spot gradual declines we might miss.
Bottom line: CSAT is useful, but it’s just one piece of the puzzle. Gotta look at the whole customer journey to really understand satisfaction.
CSAT numbers can lie. Watch what users do not say. Track usage and money stuff instead.
CSAT scores can be misleading. I’ve seen plenty of apps with high CSAT but poor retention.
The real test is whether users stick around and pay. Focus on metrics that directly impact revenue - retention, conversion, LTV.
Don’t get hung up on vanity metrics. I’ve had clients obsess over CSAT while ignoring major funnel drop-offs.
Track CSAT if you want, but prioritize hard data on user behavior and monetization. Those numbers don’t lie.
And always segment your data. Overall CSAT might look good, but you could have issues with key user groups.
CSAT’s just one piece. We look at retention and revenue too. Sometimes happy users still leave.
Try pairing CSAT with actual usage data. Shows if satisfaction means anything for the bottom line.
CSAT is helpful, but it’s not the whole story. I’ve found combining it with usage data gives a clearer picture.
Look at how CSAT scores correlate with things like session length, feature adoption, and in-app purchases. That shows if satisfaction actually translates to engagement and revenue.
Analyzing CSAT by user segments can uncover hidden issues too. Overall score might be good, but certain groups could be struggling.