Customer Satisfaction Score (CSAT) is a key metric that measures how satisfied customers are with a product, service, or experience. It provides direct feedback from users, helping businesses understand whether they meet expectations. For UX researchers, CSAT offers valuable insights that influence design decisions and improve user experience. This post explores what CSAT is, why it matters, and how it interacts with UX research to create better products. CSAT What Is CSAT an

By Philip Burgess | UX Research Leader Measuring user experience (UX) is crucial for creating products that satisfy and retain customers. One popular tool for this is the Net Promoter Score (NPS), a simple metric that asks users how likely they are to recommend a product or service. While NPS can offer valuable insights, it also has limitations that can mislead UX teams if not used carefully. This post explores when NPS works well for UX and when it falls short, helping you d