Customer Satisfaction

Customer Satisfaction is a measurement of how well a company's product, service, or interaction meets customer expectations — assessed through surveys, feedback mechanisms, and behavioral signals such as renewal rates and expansion activity. While often captured as a formal score (CSAT), satisfaction is also inferred from patterns in the CRM: accounts with frequent support escalations, high case volumes, or declining engagement are likely experiencing lower satisfaction even before survey data confirms it. Building customer satisfaction monitoring into the CRM — through integrated survey tools, health score models, and risk flagging — gives organizations the ability to identify and address satisfaction issues before they translate into churn or negative market perception.