Post-Project Client CSAT
Average client satisfaction rating collected immediately after project completion
What is Post-Project Client CSAT?
Post-project client customer satisfaction score (CSAT) is the average satisfaction rating clients give at the end of a project. It shows how well clients rate the work and the experience.
It is an early sign of whether clients will return or recommend the firm.
How this KPI is measured
- Function
- Operations & Supply Chain
- Sub-function
- Project Delivery
- Industry
- Professional Services
- Type
- Lagging
- Impact
- Quality
- Unit
- score (1–5 or 1–10)
- Measurement frequency
- Per project / Quarterly
- Formula
- Sum of post-project satisfaction scores / Number of completed project surveys
How to calculate it
Add up the post-project satisfaction scores and divide by the number of completed project surveys.
For example, if 40 clients gave scores totalling 172 out of 5, the average is 4.3.
Send a short survey soon after completion, and follow up on low scores personally.
Where it is used
Improving client experience
Learn what clients value.
Spotting risks to relationships
Follow up early.
Guiding improvement
Find weak areas.
How to improve it
Tips and common mistakes
- Response rates matter. Make surveys short.
- Talk to clients as well as surveying them.
- Combine with repeat business data.
More Operations & Supply Chain kpi library
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