CSAT stands for Customer Satisfaction Score. It’s a simple yet powerful way to measure how satisfied users are with a product, service, or support interaction. Usually, it’s calculated by asking customers to rate their satisfaction on a scale (typically 1 to 5), then averaging those scores.

For example: “How satisfied are you with your recent experience with our software?”

Customers who choose 4 or 5 are considered “satisfied,” and the percentage of satisfied users forms the CSAT percentage. So, if 80 out of 100 customers rate their experience as 4 or 5, your CSAT score would be 80%.

*Contractify has a CSAT score of 93% 😉

Why CSAT matters in your search for Contract Management Software

Legal, finance, and procurement professionals use contract management software daily. If the software isn’t intuitive, responsive, or reliable, it can slow down workflows, frustrate teams, and introduce risk. That's where CSAT comes in.

• It reflects user happiness: Real users are saying they’re satisfied. That’s your strongest proof that the tool delivers on its promise.
  
  
• It signals strong support and onboarding: Happy customers are typically those who feel supported throughout setup and usage.
  
  
• It’s a sign of a company that listens: Vendors with high CSAT scores are likely those who actively gather feedback and improve their software based on real needs.
  

Choosing a vendor with a high CSAT score gives you peace of mind that you’re not just buying software, you’re investing in a solution that will actually get used and appreciated.

What you should expect from your contract management software provider

A good CSAT score is a green flag, but it’s not the only thing you should look at. Before signing with a contract management software provider, make sure to check the following criteria:

1. Usability and Adoption

• Is the software intuitive enough for non-technical users?

• Can legal, procurement, and finance teams collaborate easily?

• Is there a smooth process for reorganizing users?

→ If the software is too complex, it won’t get adopted, even if it’s packed with features.

2. Customer Support and Training

• What kind of onboarding support is offered?
• Can you reach someone when you need help?

• Is training included for new users?

→ Great support leads to higher satisfaction and fewer headaches for your team.

3. Implementation and Time-to-Value

• How long does it take to get fully set up?

• Is there a clear plan to get your team up and running quickly?

→ A good provider will help you achieve value quickly, not drag out the implementation process.

4. Product Updates and Innovation

• Does the software evolve with user needs?
• Are AI features, integrations, and compliance updates rolled out regularly?

→ Stagnant software quickly becomes outdated. Choose a vendor who innovates.

5. Transparency and Trust

• Are customer reviews public?
• Is the vendor transparent about pricing, limitations, and contract terms?

CSAT is a reflection of the experience you’ll get from your software provider

At the end of the day, contract management software isn’t just a tool, it’s part of your daily workflow. A vendor with a strong CSAT score isn’t just offering great software; they’re offering a great experience. That’s exactly what you need when managing high-risk, high-value, or high-volume contracts.

So when comparing providers, make CSAT part of your decision-making process. It is the clearest indicator of whether that platform will make your contract management truly effortless.

Want to know all about choosing & implementing a contract management software? 🚀

⬇️ Download our implementation guide