Digital Marketing

5 Customer Satisfaction Metrics any SaaS company should consider


In recent years, Software as a Service (SaaS) has grown in popularity among companies of all sizes. It provides numerous advantages, ranging from cost savings to increased flexibility. However, just having great software is not enough. As a next step, businesses have to ensure that your clients are satisfied with the  product. That’s why monitoring customer satisfaction metrics is so critical.

What are customer satisfaction metrics?


To put it simply, customer satisfaction metrics are measures that show businesses how satisfied customers are with their product or service. These metrics can provide valuable insights into how customers perceive the company and help identify areas for improvement.


Customer effort score (CES), net promoter score (NPS), customer satisfaction score (CSAT), user experience score (UXS), and customer retention rate are some of the most commonly used customer satisfaction metrics (CRR). 

The Advantages of Customer Satisfaction Metrics in SaaS

As a SaaS company, there’s no doubt that customer satisfaction is crucial for the success of your business. In today’s highly competitive market, it’s not enough to simply offer a great product or service. You need to ensure that your customers are satisfied with what you have to offer, and that they keep coming back for more. This is where customer satisfaction metrics come into play, providing a wealth of benefits that can help you improve your business in more ways than one.


Let’s take a look at some of the key advantages of customer satisfaction metrics for SaaS companies:


Identifying areas for improvement 

By publishing content on customer satisfaction metrics, you can promptly pinpoint aspects of your business that are not meeting expected standards. This encompasses everything from missing features to customer service process shortcomings and pricing issues. Equipped with this knowledge, you can take proactive steps to rectify these problems and enhance your overall customer satisfaction levels.


Gauging product or service success

 SaaS companies can use customer satisfaction metrics to gauge the success of their products or services. By measuring customer satisfaction levels before and after a product launch or major update, for example, you can determine whether your efforts have been successful in improving customer satisfaction. This allows you to make data-driven decisions about where to focus your efforts moving forward.


Building customer loyalty

Happy customers are more likely to remain loyal to your brand and recommend your products or services to others. By tracking customer satisfaction metrics, you can identify what’s working well and what’s not, and take steps to improve the overall customer experience. This can lead to higher retention rates and increased customer loyalty over time.


Identifying key drivers of satisfaction

Customer satisfaction metrics can also help you identify the key drivers of satisfaction for your customers. This can include everything from the quality of your product or service, to the ease of use of your software, to the level of support you provide. Armed with this information, you can make targeted improvements to your business to address these key drivers and further improve customer satisfaction.


Staying ahead of the competition

Finally, tracking customer satisfaction metrics can help you stay ahead of the competition. By regularly measuring and monitoring customer satisfaction levels, you can quickly identify areas where your competitors may be outperforming you, and take action to close the gap. This can help you maintain your competitive edge and stay ahead of the curve in your industry.


The 5 most important customer satisfaction metrics for SaaS


A SaaS companies can measured their success using dozen of customer satisfaction metrics, and here are most important ones:

  • Customer Effort Score (CES)

The Customer Effort Score determines how simple it is for customers to interact with the product and how satisfied they are with the overall experience. The CES is normally measured on a scale of 1 to 7, with 1 indicating extreme satisfaction and 7 indicating extreme dissatisfaction.

The best questions to ask during measuring CES are those that  provide businesses with specific information about how customers feel about their experience. Examples of such questions are: “How easy was it to find the information you needed?” or “How satisfied are you with the customer service you received?

  • Net Promoter Score (NPS)

This metric informs about the likelihood of customers recommending the product or service to others. The NPS is usually measured on a scale of 0 to 10, with 0 indicating that the customer is extremely unlikely to recommend and 10 indicating that the customer is extremely likely to recommend.

To get the best out of NPS, businesses should be asking questions that provide specific information about why customers would or would not recommend your product or service. For example: “What do you like about our product?” or “How could we improve our product?”

  • Customer Satisfaction Score (CSS)

The Customer Satisfaction Score measures overall customer satisfaction with the product or service. The CSS is typically measured on a scale of 0 to 10, with 0 representing extreme dissatisfaction and 10 representing extreme satisfaction.

To use CSS effectively, companies should ask questions that will provide specific information about why customers are satisfied or dissatisfied with their product or service. For instance: “What do you think of our product?” or “What do you like/dislike about our product?”

  • User Experience Rating (UXS)

This metric assesses how user-friendly the product or service is for customers. The UXS is usually measured on a scale of 0 to 10.  Zero represents extremely difficult to use and 10 represents extremely simple to use.

The key to effectively using the UXS, is asking questions that provide specific information about how customers use your product or service. For instance: “How intuitive is our product?” or “How easy is it to navigate our website?”

  • Customer Retention Rate (CRR)

The Customer Retention Rate shows how many customers continue to use the product or service after they first purchase it. In most cases, the CRR is expressed as a percentage, ranging from 0% to 100%.

To get the most out of CRR, companies should  ask for specific information about why customers do or don’t  continue using their product or service. It should determine what is the cause of a good or bad experience – with as much precision as possible. Here are examples of well-chosen questions: “What do you think of our customer service?” or “What do you think of our pricing?”

These were 5 most important metrics for SaaS companies to measure.  Businesses can also use them to track customer loyalty over time by comparing older and newer survey results.

3 methods for increasing customer satisfaction metrics

Once companies  collect and analyze customer satisfaction metrics, it’s time to take steps and improve their product/service. 

Here are some techniques for how to do so:

Invest in better customer service

In today’s fast-paced world, customers expect prompt, friendly, and efficient service. Investing in better customer service is a surefire way to improve customer satisfaction metrics. Here are some ways to achieve this:

  • Provide training: Ensure that your customer service team has the skills they need to provide excellent service. Offer training on active listening, problem-solving, and communication skills.
  • Hire more agents: If you find that your customer service team is overwhelmed, consider hiring more agents to reduce wait times and improve the overall customer experience.
  • Provide proper tools: Invest in customer service tools like call center software, chatbots, knowledge bases, and ticketing systems that can help your team provide faster and more efficient service.

Prioritize customer feedback

Customer feedback is a goldmine of information that can help you improve your business. By gathering and responding to feedback, you can better understand your customers’ needs and preferences, and make the necessary changes to improve customer satisfaction. You can also segment your customers into different types based on their feedback, and tailor your products or services accordingly. 

Here are some ways to prioritize customer feedback:

  • Gather feedback regularly: Collect feedback through surveys, social media, cold email, or even through direct conversations with your customers. The more feedback you gather, the better you can understand your customers’ needs.
  • Respond to feedback promptly: Let your customers know that their feedback is valued by responding promptly to their queries, suggestions, and complaints. This can help build trust and loyalty with your customers.
  • Act on feedback: Take action on the feedback you receive. Use it to identify areas where you can improve, and make changes to your business accordingly. This shows your customers that you’re committed to meeting their needs.

Invest in product development:

Investing in product development is a great way to improve customer satisfaction metrics. By creating new features and improving existing ones, you can ensure that your customers get the most out of their purchases. Here are some ways to invest in product development:

  • Conduct market research: Conduct market research to identify what your customers want and need from your product. Use this information to develop new features that meet their needs.
  • Improve existing features: Take a critical look at your product and identify areas where you can improve existing features. This can help improve the overall customer experience.
  • Release updates regularly: Release updates to your product on a regular basis. This shows your customers that you’re committed to continuously improving your product and meeting their needs.


Customer satisfaction metrics like Customer effort score (CES), net promoter score (NPS), and more are critical for companies that provide SaaS solutions. It helps businesses identify space for improvement and take steps to make their customers happier . 

Satisfaction metrics also assist businesses in determining the success of their product or service.  Improving the metrics isn’t always an easy task, but there are some crucial steps companies should deploy. 


Author bio:

Zuzana Hudecova is a marketing specialist for CloudTalk, helping to create compelling messaging in support of the next generation of cloud communication and call center softwares.

Zuzana Hudecova

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