Quality
CSAT, NPS & CES
Three ways of asking whether the customer was looked after. Calculate any of them, and read what the number does and does not tell you.
CSAT = positive ÷ rated · NPS = %promoters − %detractors · CES = mean of 1–7
Score
This write-up is too long to fit in a shareable link. Print it or have it emailed instead — both carry the whole thing.
Result
85%
Healthy for most support operations. The negatives are where the information is.
- Responses
- 400
- Response rate
- 20%
Always read the response rate beside the score. A 95% CSAT on a 2% response rate is a measure of who answers surveys, not of how the support is going.
Next step
Numbers are the easy half.
Every one of these models is only as good as the operation running behind it. If you would like ours, start with a conversation.