PHILIP BURGESS

By Philip Burgess | UX Research Leader Customer Satisfaction Score (CSAT) is one of the most straightforward ways to measure how users feel about a product or service. For UX teams, CSAT offers a direct line to user sentiment, helping to identify what works and what needs improvement. But using CSAT effectively requires more than just collecting scores. It demands understanding its strengths, limitations, and how to integrate it into the design process. This post explores how