Metrics
Net promoter score (NPS)
Net Promoter Score (NPS) is a metric calculated by asking customers how likely they are to recommend your product or service to others on a scale of 0-10. Out of total customers, those who rate 9 and 10 are called promoter. Those who rate 7 and 8 are called passives and those who rate between 1 to 6 are called detractors.
Formula for calculating the NPS
NPS = ((No. of Promoters - No. of Detractors) / Total-population) * 100
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is a metric calculated by asking customers to rate on multiple dimensions of experience. CSAT is calculated by taking average of all ratings of all customers.
Formula for calculating the CSAT
CSAT = (Sum of all ratings) / (Total customers * dimensions)
Customer Effort Score (CES)
Customer Effort Score (CES) is a metric used to gauge how much effort a customer spent while achieving a goal. The calculation is similar to CSAT but treated and show separately in Zykrr-Insights.