A guide to KPIs, part 3: Managing subscriber happiness with CSAT


For any support team, properly tracking your key performance indicators (KPIs) can be the difference between a report upstream that shows progress, productivity, and performance—and a report that you’d rather not make at all.

In this last part of our series on KPIs for ISP support teams, we’ll discuss an especially important metric for support teams: CSAT, or customer satisfaction scores. Though the weight of keeping subscribers happy falls mostly on the support team, it’s a major overall business priority as well.

So let’s dive into CSAT—what it is, why it matters, and how to monitor it over time.


What is CSAT?

CSAT is a method for tracking your subscribers’ overall happiness with your ISP. It quantifies satisfaction based on individual interactions that subscribers have with your support team and your business.


What does CSAT tell support teams?

The straightforward answer is that CSAT tells you how happy your subscribers are with your service—which means it can also show you if they’re unhappy. CSAT information is typically collected at the end of each interaction a subscriber has with your business in any capacity, which means it can pinpoint both when subscribers have a great experience and when they don’t.

This in turn becomes your best resource in identifying strengths and weaknesses in your service, which can help you improve overall subscriber experience.


How do you track CSAT?

CSAT is a little more complicated than the other KPIs we’ve covered in this series because it doesn’t just use a formula. Because CSAT surveys sent out after interactions typically ask subscribers to rate their experience on a scale of one to 10, you’ll need a weighting system for the responses you receive.

But don’t worry! This is a lot less scary than it sounds; most often, the weight of a response is the same number of points as the score. So for each score of a certain number you get, you’d also get that many points.

So, for example, let’s say you received four scores of eight and six scores of seven in a week. Your CSAT weighted calculation would look like this:


Then, you would add up all your weighted calculations over the course of the time period you’re monitoring and divide by the number of responses to get your CSAT.

From there, you can monitor this score on a recurring basis to see how you’re improving. You can even track your scores to individual components of your support process to see where your gaps are. The higher your score, the happier your subscribers are!

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