CSAT Survey Analysis - Sample Report

The overall CSAT score of 78 for the SaaS company indicates a solid level of customer satisfaction. However, the satisfaction levels vary significantly by location. Singapore has the highest CSAT score at 88, suggesting that customers in this region are highly satisfied with the product or service. The USA also shows a strong satisfaction level with a CSAT of 86, followed by Italy at 82 and Australia at 81—both above the overall average. These regions are performing well, indicating that the company’s offerings align well with customer expectations in these areas. Canada, with a CSAT of 80, is slightly above the overall average, while the UK (76) and Australia (73) are just below, showing moderate satisfaction levels. However, Spain has a notably low CSAT score of 58, indicating a significant gap in meeting customer expectations in that region. This suggests that targeted improvements are needed in Spain to address specific customer concerns and elevate overall satisfaction to the level of other regions.

Female customers have a higher CSAT score of 82, which is above the overall average, indicating that they are more satisfied with the product or service provided by the company. This suggests that the company’s offerings, communication, or support may resonate more effectively with female customers. On the other hand, male customers have a lower CSAT score of 74, which is below the overall average. This indicates a relatively lower satisfaction level among male customers and suggests there may be areas where the company could better meet their expectations or needs. This gender disparity in satisfaction could highlight opportunities for targeted improvements in user experience, product features, or customer support to boost satisfaction across all customer segments.

The Enterprise segment has the highest CSAT score at 88, indicating that larger companies are particularly satisfied with the SaaS offering. This could suggest that the product's features, support, and pricing align well with the needs of Enterprise clients. Freelancers also report high satisfaction with a CSAT score of 83, suggesting that the product is well-suited to their requirements as well. On the other hand, the Mid-Market segment has a slightly below-average CSAT of 73, pointing to some areas of improvement to better meet their expectations. The Small Business segment, with a CSAT score of 68, reflects the lowest satisfaction among user groups, indicating a potential mismatch between the product offerings and the needs of smaller businesses. The company may benefit from investigating the specific pain points for Small Business customers and adjusting its strategy to enhance satisfaction for this segment.