Shopify Ops Glossary
CSAT (Customer Satisfaction Score)
A metric measuring customer satisfaction with a specific interaction or experience.
Definition
CSAT is typically measured with a post-interaction survey asking: 'How satisfied were you with this experience?' scored 1–5. The CSAT score is the percentage of positive responses (4s and 5s).
Why It Matters for Shopify Brands
CSAT is the most direct measure of ops quality. Low CSAT scores correlate with higher churn, more returns, and more negative reviews. High CSAT scores correlate with repeat purchases and referrals.
Benchmarks
Ecommerce CSAT benchmarks: 70–80% is average, 85%+ is good, 90%+ is excellent.
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