What is Member CSAT?
Last updated January 19, 2023
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?”
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.
- Current CSAT: 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.
- Average 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.
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!