What is Member CSAT?

CSAT is short for “Customer Satisfaction Score” and it is a way to measure how satisfied your members are with their experience. The score is measured 1-5, with 5 being the highest.

What does the question look like to members?

Members are prompted to answer the following question every 2 weeks when they go through the payment flow:

“Let your host know: how satisfied are you with your home and housemates?”

The choices are:

Very Satisfied = 5

Satisfied = 4

Neutral = 3

Dissatisfied = 2

Very Dissatisfied = 1

After giving a score they can provide an optional comment that answers the question:

“How can your host improve?”

Members can also fill out this survey at any time if they have feedback. Don’t worry, we never give a single member’s score more weight in our calculation of your average CSAT, no matter how often they provide a rating.

How is CSAT calculated?

PadSplit calculates CSAT in two different ways to give you an accurate view into your members’ experiences.

This calculation averages the most recent score given by any member who has lived in your house. If a member gives a new rating, your Current CSAT score is “updated” to reflect their current sentiment.

Current CSAT:

Average CSAT uses the average of every score a single member has provided for a given property, then averages those scores together for a composite property score. This will give you a better idea of your CSAT over time.

Average CSAT:

How is my CSAT score used?

We hope that hosts will view the CSAT score as a measure of how well their properties are performing and use it to guide improvements to the home and member experience. It is a trove of information from your members!