Using Retently you can track the following CX metrics:

  • NPS (Net Promoter Score)

  • CSAT (Customer Satisfaction Score)

  • CES (Customer Effort Score)

  • 5-STAR (Five-Star Rating System)

How are these CX metrics different?

NPS is a customer satisfaction metric that helps you find out how satisfied consumers are with your products/services, how loyal they are to your brand. It also presents a general customer satisfaction score for a company and it assesses how likely customers are to recommend your company to others.

CSAT is a CX metric that directly measures customer satisfaction levels. CSAT surveys normally feature a question asking clients how satisfied they are with a certain service, product, or interaction with your brand. For instance, you can send a CSAT survey after a client has completed the onboarding process to see how efficient it is and if any improvements are necessary.

CES is used to measure customer satisfaction levels by focusing on the efforts customers make to interact with your business’ services and products (solving an issue with customer support, making a purchase, signing up for a trial, etc.).

5-STAR can be used to inquire about a recent experience or product. Starting from Very unsatisfied (1) to Very satisfied (5). Because of its ease of use, star rating questions are used in many feedback surveys. It gives a quick overview of what the respondent thinks about your products and services in particular.

Start measuring CX metrics

In Retently, you have to create a survey campaign. Each campaign can measure a specific metric, will have its own survey template assign, will send surveys on its own schedule, and will include other individual configurations such as notifications or autoresponders.

To get started, you will have to create a new campaign on the "Campaigns" page in your account. The first step is to choose a survey metric (NPS, 5-STAR, CSAT, or CES). Next, you will have to select the survey channel that your customers will receive the survey on, and finally, you will have to select the campaign type.

Learn how to trigger transactional NPS, CSAT, CES, or 5-STAR surveys here.

Analyze survey responses?

All of the feedback received from different metrics will be displayed on the Feedback page, it will look different so that it’s easy to identify (buttons for NPS, stars for 5-STAR, emoji faces for CSAT, thumbs for CES).

The user can also use the campaign filter to quickly sort through the feedback and view only CSAT, CES, etc.

To view the score for each of your CX campaigns, you can access the Reports page, which displays a list of all the campaigns you currently have in your account. Each report includes the metric score, the distribution of positive, neutral, negative customers, the trend, and the delivery stats.

How is each metric calculated?

Each metric has its own way of calculating its score:

  • NPS - subtract the % of Detractors from the % of Promoters.

  • 5-STAR - Summ the scores / Number of responses = Average score.

  • CSAT - Number of satisfied customers (4 and 5) / Number of survey responses x 100 = % of satisfied customers.

  • CES - Number of satisfied customers (5, 6 and 7) / Number of survey responses x 100 = % of satisfied customers.

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