CSAT Score

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a widely-used customer loyalty metric based on a single question: 'How likely are you to recommend us to a friend or colleague?' Respondents answer on a 0–10 scale and are segmented into Detractors (0–6), Passives (7–8), and Promoters (9–10). The score is calculated as: NPS = % Promoters − % Detractors, yielding a number from −100 to +100.

Customer Effort Score (CES)

Customer Effort Score (CES) is a metric that measures how easy it is for customers to interact with a company — whether completing a purchase, resolving a support issue, or getting started with a product. Customers rate the ease of their interaction on a scale (typically 1–7 or 1–5), and lower perceived effort is strongly associated with higher loyalty and reduced churn.

Customer Satisfaction

Customer satisfaction is a measure of how well a product, service, or experience meets or exceeds customer expectations. It is typically tracked through surveys, ratings, and feedback mechanisms, and serves as a leading indicator of customer loyalty, retention, and revenue growth.

Feedback Loop

A feedback loop is a closed cycle in which customer feedback is systematically collected, analyzed, acted upon to improve the product or service, and then communicated back to customers. A closed feedback loop signals to customers that their input is valued and acted on — a powerful driver of loyalty and advocacy.

Review Request

A review request is a deliberate, personalized outreach to a customer asking them to share their experience through a review, rating, or testimonial. It is the primary mechanism businesses use to convert satisfied but silent customers into visible social proof.