Feedback analytics

Striving to improve customer experience, increase loyalty, and support sustainable growth?

We recommend measuring a combination of these customer experience KPIs:

1. Net Promoter Score (NPS)
2. CSAT -or- 5-Star

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NPS, or Net Promoter Score, measures customer loyalty and the likelihood of customers to recommend your product or service to others. It's an indicator of long-term customer satisfaction and a predictor of business growth through word-of-mouth. It asks customers "How likely is it that you would recommend [brand] to a friend or colleague?"

NPS categorizes respondents into three groups based on their rating on a scale of 0 to 10: Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score ranging from -100 to 100.

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CSAT, or Customer Satisfaction Score, measures customer satisfaction with a specific transaction or interaction. It provides immediate feedback on the quality of your service and customer support. It asks customers to rate their satisfaction on a scale from 1 (very unsatisfied) to 5 (very satisfied), though the scale can vary.

The typical CSAT question is, "How would you rate your overall satisfaction with the [product/service] you received?" The score is calculated as the percentage of customers who select the top two options (satisfied and very satisfied) out of the total number of responses, focusing on the proportion of satisfied customers.

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5-star is a universal CX measurement method that is used to rate a wide range of items and experiences. Customers rate their satisfaction or quality of experience on a scale of 1 to 5 stars, with 1 being the lowest and 5 being the highest. The average star rating is calculated by adding up all the star ratings and dividing by the number of ratings. This provides an aggregate view of how well the product or service is perceived by customers.