● Marketing
Customer Satisfaction
Measures how well your customers feel their shopping experience meets their expectations.
Full definition
Customer satisfaction refers to the degree to which a buyer's expectations align with their actual experience throughout a purchase. It is assessed at every stage of the journey: product discovery, ordering process, delivery, perceived quality, and after-sales service. The smaller the gap between expectations and reality, the higher the satisfaction level.
To measure it, e-commerce operators rely on three complementary indicators: the CSAT (Customer Satisfaction Score), which evaluates satisfaction on a specific transaction using a 1-to-5 rating; the NPS (Net Promoter Score), which measures the likelihood of recommending the brand; and the CES (Customer Effort Score), which quantifies the effort required to resolve an issue. Each indicator provides a different perspective on the customer relationship.
In e-commerce, industry benchmarks indicate that a CSAT above 80% is considered excellent, between 60% and 80% acceptable, and below 60% problematic. Brands that achieve high satisfaction scores observe an average 73% increase in basket size among loyal customers and a repurchase rate significantly above the sector average.
Concrete example
A cosmetics e-commerce brand sends a satisfaction survey 3 days after each delivery. Out of 1,000 respondents, 780 give a rating of 4 or 5 stars, bringing the CSAT to 78%. Analysis of verbatim feedback reveals that delivery times account for 42% of dissatisfaction.
By adjusting the logistics partnership and proactively communicating about lead times, the brand raises its CSAT to 87% within 90 days. In parallel, the repurchase rate grows by 18 points, and the volume of positive reviews published on Trustpilot increases by ×30 over the same period.
With Review Collect
Review Collect automatically collects post-purchase reviews via email, SMS, and WhatsApp with an average conversion rate of 40%. Each review gathered becomes a direct customer satisfaction signal, actionable in real time through the analytics dashboard.
The built-in semantic analysis aggregates and automatically categorizes feedback by theme — product, delivery, customer service, packaging — allowing you to identify the friction points that weigh on satisfaction. With a 39% review response rate ensured by AI, every dissatisfied customer receives a personalized response in under 60 seconds, turning negative experiences into loyalty opportunities.
