CSAT (Client Satisfaction)
A survey-based measure of client and family satisfaction with home care services. CSAT scores are tracked as a quality KPI and are a leading indicator of client retention.
Also known as: CSAT · client satisfaction · customer satisfaction score · satisfaction survey · NPS · net promoter score
Client satisfaction (CSAT) is typically measured through standardized surveys sent to clients and their families at defined intervals — commonly 30 days after service start, quarterly thereafter, and following significant service changes or incidents.
Surveys assess satisfaction with caregiver quality, reliability, communication, and overall service experience. Results are scored (often on a 1-5 scale) and tracked over time.
Low CSAT scores are an early warning signal: clients dissatisfied with services are more likely to reduce hours or transition to another agency. High CSAT correlates with longer client tenure and higher referral rates from satisfied families.
In home care, this means…
Tracked as a key quality and retention metric. Low scores trigger service recovery actions: care coordinator outreach, caregiver change, or care plan review.
Related terms
Continuity of Care →
The practice of consistently assigning the same caregiver to a client across multiple visits. Continuity reduces adjustment burden, improves safety, and strengthens the client-caregiver relationship — all of which correlate with higher satisfaction and retention.
KPI (Key Performance Indicators) →
Quantitative metrics used to measure the operational and financial performance of a home care agency. Common KPIs include fill rate, caregiver retention, client satisfaction score, revenue per client, and billing denial rate.
Supervisory Visit →
An in-home visit by a supervisor or care coordinator to observe caregiver performance, check in with the client, and verify care plan accuracy. A core quality assurance mechanism required by most payers and licensing bodies.
Referral Source →
The origin channel of a new client lead — such as a hospital discharge planner, skilled nursing facility, physician office, hospice, or digital platform. Tracking referral sources by volume and conversion rate is essential for marketing ROI analysis.