CSAT, NPS, CES: How to Effectively Measure Customer Satisfaction

Measuring customer satisfaction is essential to manage the quality of your service. Three indicators dominate the market: CSAT, NPS and CES. Each measures a different dimension.

CSAT (Customer Satisfaction Score) measures immediate satisfaction after an interaction. It is calculated by asking the customer to rate their experience on a scale of 1 to 5. A CSAT > 90% is considered excellent.

NPS (Net Promoter Score) measures loyalty and propensity to recommend. The question is simple: "On a scale of 0 to 10, would you recommend our service?" Promoters (9-10) minus detractors (0-6) give the NPS.

CES (Customer Effort Score) measures the effort made by the customer to resolve their issue. It is often the best predictor of loyalty: the less effort the customer makes, the more loyal they are.

At SHY Performance, we measure these three indicators in real time and integrate them into each client's monthly reporting. Our average CSAT 2024 is 98%, a result that reflects our commitment to excellence.

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