Glossary · Customer Satisfaction
Contact Rate
The percentage of customers who need to reach support. A high rate is a symptom, not the disease.
Contact Rate in Practice
Calculation
Contact Rate = (Customers who contacted support / Total active customers) × 100%
Reading the Number
A falling contact rate means one of two things: either your product and onboarding are getting better, or your customers have given up and are about to churn. Always read contact rate alongside CSAT and churn to know which.
Segment contact rate by reason code to see what drives it. The top three reasons typically account for 50-70% of all contacts - and are often solvable at the product level.
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