Skeepers allows you to manage NPS and CSAT indicators.
This article presents the calculation mode.
The Net Promoter Score (NPS)
The Net Promoter Score (NPS) is one of the most commonly used indicators by companies to measure customer satisfaction. It allows you to measure the propensity of your customers to recommend you to their friends and family. It is also a good indicator to measure the loyalty of your customers and your performance in terms of retention.
The NPS is determined by the question: "Would you recommend our product / service / brand to your friends and family? The response scale is 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)
Calculation
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 is in the range of -100 to 100. An NPS higher than 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.
It should be noted that there is no a single reference that corresponds to a general and universal "good NPS", as it can vary from one sector of activity to another, from one journey to another, from one population to another.
The Customer Satisfaction Score (CSAT)
The CSAT is a direct measure of customer satisfaction and can be used at two levels:
- Evaluate an overall customer satisfaction (Overall, are you satisfied with the services offered by our brand?)
- Evaluate a specific interaction (Are you satisfied with your experience with our customer service?)
This indicator has the advantage of producing a score that is easy to visualize and interesting to use for real-time measurements, directly after an interaction with the brand for example.
On the Skeepers CX solution, the CSAT is calculated 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 propose differs from that of your company, it is possible to ask your CSM to implement a specific calculation.
Calculation
The CSAT in the Skeepers solution is calculated by dividing the total number of positive responses by the total number of responses multiplied by 100. A positive response is considered to be one that fits into the "Very satisfied" or "Satisfied" categories, which is equivalent to a 4/5 or 5/5.
For example, out of 1,000 respondents to your questionnaire, 200 gave a score of 5 (equivalent to "Very satisfied") and 450 gave a score of 4 (equivalent to "Satisfied"), your Customer Satisfaction Score will be 65%.
To go further on these subjects, you can also consult our blog articles about NPS and CSAT.