# What is the CSS (Client Satisfaction Score)?

**CSS — Client Satisfaction Score** — is the customer-side measure from [Chapter 4 of *Scale at Speed*](https://2y3x.com/agents/book/scale-at-speed/chapter-4-customers/).

- 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](https://2y3x.com/agents/book/scale-at-speed/chapter-4-customers/).