Essentials Report

Forrester’s Essential Customer Satisfaction Research

The Guide To Using CSAT As A KPI

January 9th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg


Key performance indicators (KPIs) are essential for businesses to assess their performance and overall health. Measuring the right KPIs helps customer experience (CX) leaders fine-tune their strategies and deliver exceptional experiences, ultimately contributing to organizational goals. CX beacon metrics are often used as CX-specific KPIs. Benchmarks of these metrics can help organizations track their CX performance and compare it against competitors and industry and market trends. Customer satisfaction (CSAT) is a widely used CX metric to measure customers’ happiness. Read this report for our research on our CSAT benchmarking results from Forrester’s annual Customer Experience Benchmark Survey.

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