Understanding CX score
You will learn
Learn how CX score estimates customer satisfaction with your support conversations, how the score is calculated, and how to use it alongside customer satisfaction (CSAT) feedback.
What is CX score?
CX score is an AI-generated estimate of how a customer would rate a support conversation on a scale of 1 to 5. It helps you understand the customer experience even when the customer does not complete a satisfaction survey.
CX score can assess conversations handled by Customer Agent, human agents, or a combination of both. It considers the customer's request, the replies they received, and the customer's words and tone.
The headline CX score is the percentage of scored conversations rated 4 or 5. A higher percentage means more conversations were assessed as satisfactory.
Before you begin
Only eligible closed conversations with a customer message and an AI or human reply can receive a score. Spam and conversations without a reply are excluded.
How CX score is calculated
Each eligible conversation receives a rating from 1 to 5. Klaviyo uses fixed scoring criteria across accounts.
1 — The request failed, the conversation reached a dead end, or the customer appeared clearly upset or gave up.
2 — The customer's need was not met, the answer missed the question, or the problem remained without a clear fix.
3 — The customer received partial help or had to repeat themselves or push for assistance, without being clearly upset.
4 — The request was answered, or handed to a team with a clear next step, with no sign of customer frustration.
5 — The customer received what they wanted or expressed clear satisfaction, relief, or enthusiasm.
A handoff to a human team does not automatically result in a low score. A clear next step and a helpful response can still provide a satisfactory experience.
The analysis also assesses whether the issue was resolved, whether the customer expressed frustration, how much effort the customer needed to make, and whether the AI or human agents were helpful. These signals inform the assessment; they are not a checklist of equally weighted points.
Your overall CX score is calculated as:
CX score = (Scored conversations rated 4 or 5 ÷ All scored conversations) × 100
For example, if 80 of 100 scored conversations receive a 4 or 5, your CX score is 80%. Conversations that do not receive a score are excluded from this calculation. The headline percentage is different from the average of the individual 1–5 ratings.
View your CX score
In Customer Agent
- Navigate to Service > Customer Agent > Analytics.
- Choose the date range and/or channel you want to review.
- Review the percentage of scored conversations rated 4 or 5.
In Helpdesk
- Navigate to Service > Helpdesk > Reports.
- Choose the date range you want to review.
- Review the percentage of scored conversations rated 4 or 5.
CX score and CSAT
CX score estimates satisfaction from the conversation. CSAT records the rating a customer submits through a satisfaction survey.
Both use ratings of 4 or 5 to identify satisfactory experiences, but they measure different populations: CX score uses scored conversations, while CSAT uses submitted survey responses. Their percentages can differ, even over the same date range.
Use CX score to identify broader experience trends and CSAT to understand direct customer feedback. An AI estimate may not match how an individual customer felt, so interpret trends alongside conversation context and customer feedback.
Use your results
Compare similar date ranges and conversation groups to look for changes in the customer experience. Where a channel or source shows a lower CX score, review relevant support conversations to understand the cause. Common areas to investigate include unanswered questions, unclear next steps, repeated requests for information, and gaps in the information available to your team or Customer Agent.
Use those findings to improve support content, responses, and handoff instructions, then monitor the results over time.
Frequently asked questions
Does a customer need to complete a survey?
No. CX score is generated from the conversation rather than a survey response.
When is a conversation scored?
Scoring runs after an eligible conversation closes. It may take time for the score to appear in reporting. If a conversation is reopened and closed again, the latest conversation round is assessed and its stored score is updated.
Can I change the criteria or override a score?
No. The scoring criteria are fixed by Klaviyo, and individual scores cannot be overridden.
Why might a conversation have no score?
The conversation may still be open, have no agent reply, be marked as spam, or still be processing. Older conversations may also be missing scores depending on historical data availability.