Customer Satisfaction Index

A customer satisfaction index (CSI) is an evaluation of how happy a customer is with a brand, product, or service.

What Is a Customer Satisfaction Index (CSI)?

Like other tools such as a net promoter score (NPS), a customer satisfaction index (CSI) is a quantitative evaluation or how happy a shopper is with a brand or its products. To gather this data, brands typically conduct surveys, which ask customers about their feelings toward a product's price, a brand's customer service, a product's quality, a website's usability, or other factors that influence a customer's overall shopping experience. Brands then calculate the average score across survey participants, sometimes segmenting answers based on customers' demographics. For best results, brands should tailor their customer satisfaction index (CSI) questions to their unique context, analyze results carefully, and use the data to make sales, marketing, and product adjustments to better suit customers' needs.

Digital Shelf Deep Dive

See Salsify in Action

Bring your team, tools, and data together to launch high-impact inbound marketing campaigns in less time.