01At a glance
| Metric | Question | Scale | Measures |
|---|---|---|---|
| CSAT | How satisfied were you with this interaction? | 1 to 5 | A specific experience |
| NPS | How likely are you to recommend us to a friend? | 0 to 10 | Overall loyalty |
| CES | How easy was it to get your issue resolved? | 1 to 5 or 1 to 7 | Effort |
02How to calculate
- CSAT = (responses of 4 or 5 ÷ total responses) × 100. 80 of 100 = 80%.
- NPS = % promoters (9 to 10) minus % detractors (0 to 6). 60% − 15% = NPS of 45. Range: −100 to +100.
- CES = average effort score, or % who found it easy.
03Which to start with
Start with CSAT after every resolved support ticket: it's simple and tied to a specific interaction. Add NPS quarterly once you have enough customers.
04Collect it automatically
SuperForge sends a one-click CSAT survey when a ticket is resolved and shows your average on the Service dashboard.
05Questions
What is a good NPS score?
Anything above 0 means more promoters than detractors; above 30 is good and above 50 is excellent for most industries.
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CRM, helpdesk, GST invoices and social scheduling in one place. Up to 5 users, no card. See CSAT in SuperForge.