Measures customer satisfaction or sentiment based on structured feedback collected after interactions or purchases.

What it Measures ?

How customers rate us.

Relevant StakeHolders 

CX Teams, Support Teams

In-depth Use Case / Real-world Example

Customer Feedback Score is a qualitative and quantitative measure of how customers feel about their buying experience. It is often collected through surveys, post-purchase forms, or interviews using rating scales (e.g., 1 to 10 or star ratings). For example, a manufacturing company might ask clients to rate their experience with the sales process, technical support, and delivery. If 100 clients respond and the average score is 8.2 out of 10, that becomes the Customer Feedback Score. A consistently high score suggests that your sales and support processes are aligned with customer expectations. If scores drop, it may indicate poor communication, product quality issues, or delays. In manufacturing, where long-term contracts and repeat orders are common, this score directly impacts loyalty, word-of-mouth referrals, and retention. Regular analysis of feedback helps teams proactively resolve pain points and improve customer relationships.