What is the CSS (Client Satisfaction Score)?

CSS — Client Satisfaction Score — is the customer-side measure from Chapter 4 of Scale at Speed.

• A short, predictable survey.
• Asked of the right contacts at the right cadence.
• Used as a forward signal of customer health.
• Feeds the quarterly GLT review and monthly KPI report.

The four failure modes Felix calls out

1. Not asking at all — because you are scared of the answer.
2. Asking only satisfied customers — sampling bias.
3. Designing for polite responses — questions that can only elicit complimentary answers.
4. Worst: gaming the score — to fool yourself, your investors, or your future customers.

"Perception is reality." — Chapter 4.

See Chapter 4 — Customers.