Skeepers allows you to manage NPS and CSAT-type indicators. This article explains how they are calculated.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) is one of the indicators most commonly used by companies to measure customer satisfaction. It helps you measure your customers’ likelihood to recommend your brand to others. It is also a good indicator to assess customer loyalty and your performance in terms of retention.
NPS is determined using the question: “Would you recommend our product / service / brand to your friends or family?” The response scale ranges from 0 (Not at all) to 10 (Absolutely) and classifies respondents into 3 categories:
- Promoters (score of 9 or 10),
- Passives (score of 7 or 8),
- Detractors (score from 0 to 6).
The Net Satisfied Score (NSS) corresponds to the following calculation =
% satisfied - % unsatisfied
- If higher than 3 = mostly satisfied
- If equal to or lower than 3 = mostly unsatisfied
Calculation method
The NPS score is calculated by subtracting the percentage of “promoters” from the percentage of “detractors”.
For example, if you have 50% promoters, 20% detractors and 30% passives, your NPS score is 30 (50 – 20).
NPS = % Promoters - % Detractors
The NPS score ranges from –100 to 100. An NPS above 0 means that you have more promoters than detractors. Conversely, an NPS below 0 means that the percentage of detractors is higher than the percentage of promoters.
Note that there is no single figure that corresponds to a universal “good NPS”, as this can vary from one industry to another, from one customer journey to another, and from one audience to another.
Customer Satisfaction Score (CSAT)
CSAT measures customer satisfaction directly and can be used at two levels:
- Assess overall customer satisfaction (Overall, are you satisfied with the services offered by our brand?)
- Assess a specific interaction (How did your interaction with our customer service go today? Were you satisfied?)
This indicator has the advantage of producing a score that is easy to read and useful for real-time measurement, for example directly after interacting with the brand.
In the Skeepers CX solution, CSAT is measured on a scale from 1 (Not at all satisfied) to 5 (Very satisfied).
There are several CSAT scales: from 1 to 10, from 1 to 4, from 1 to 5, etc. There is no standard. If the calculation we provide differs from the one used in your company, you can ask your CSM so that we can implement a specific calculation.
Calculation method
In the Skeepers CX solution, CSAT is calculated by dividing the total number of positive responses by the total number of responses, multiplied by 100. A response is considered positive when it falls into the categories “Very satisfied” or “Satisfied”, meaning a score of 4/5 or 5/5.
For example, if your survey has 1,000 respondents, 200 give a score of 5 (“Very satisfied”) and 450 give a score of 4 (“Satisfied”), your Customer Satisfaction Score will be 65%.
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