Customer satisfaction metrics measure how customers feel about your service based on survey responses.
These metrics help organizations understand customer experience trends and identify areas for improvement.
Net Promoter Score (NPS)
The primary satisfaction metric used in the platform is Net Promoter Score (NPS).
NPS is based on a customer’s response to the question:
“How likely are you to recommend our service?”
Customers are grouped into three categories:
- Promoters – Scores of 9 or 10
- Passives – Scores of 7 or 8
- Detractors – Scores of 0 to 6
How NPS Is Calculated
NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
Example:
- 60% Promoters
- 20% Passives
- 20% Detractors
NPS = 40
Why NPS Matters
Tracking NPS helps organizations:
- Measure overall customer satisfaction
- Monitor trends over time
- Identify opportunities to improve customer experience
Read NPS Explained for additional details on this metric.
Additional Satisfaction Indexes
Use the Settings menu to select the Satisfaction Index to use in your reporting.
In addition to NPS, index options include:
- Star Rating - Responses with a star rating of X or higher will be treated as positive, where X is the number of stars you select in the Satisfaction Index menu.
- Average Rating - View your reporting as an average of star ratings.
Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.