Customer satisfaction is a crucial metric for understanding how well businesses meet their customers' needs. It reveals how happy customers are with the business, product or service, and experience throughout the customer journey. Measuring customer satisfaction using key performance indicators helps track improvements and identify areas for growth. The importance of customer satisfaction lies in its impact on retention, loyalty, revenue growth, and profitability. Companies can measure customer satisfaction through various metrics such as CSAT score, Net Promoter Score (NPS), customer effort score (CES), and customer churn rate. Customer satisfaction tools and software help businesses understand and improve their customer experience, with Intercom being an example of a platform that enables active improvement through surveys, automation, and data analysis. By understanding customer needs and tracking relevant metrics, businesses can boost customer satisfaction at every stage of the customer journey, ultimately driving growth and profitability.