Customer Feedback

NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable.

NPS® is often held up as the gold standard customer experience metric.

We are reporting NPS by weeks so you can understand how NPS is growing over time and by score, so you can understand how many of your customers are Promoters, Passive or even Detractors.

CSAT is short for customer satisfaction score. It’s a commonly used metric that acts as a key performance indicator for customer service and product quality in all kinds of businesses. While customer satisfaction as an idea is a general one, CSAT is a more defined metric that’s expressed as a percentage. 100% would be fantastic – 0% would be terrible.

We are reporting CSAT by weeks so you can understand how CSAT is growing over time and by score from 1 to 5 star ratings.