Effectively measuring customer satisfaction is essential for understanding your customers' needs, preferences and areas for improvement. Using your Partoo Feedback Management tool, you can measure customer satisfaction using two indicators: the NPS score and the CSAT.
Which statistics are available?
In the Surveys section of the Analytics page, you can track the performance of your satisfaction surveys.
Thanks to different filters available, these statistics can be viewed by selecting:
a specific survey, several surveys, or all of your surveys,
one establishment, a group of establishments, or all of your establishments,
the time period being analysed.
All the stats below reflect the data corresponding to this selection:
Survey volume
Number of surveys sent
Number of surveys completed
Number of surveys containing a response to the open-ended question in your survey
Net Promoter Score (NPS)
Overall NPS score
Breakdown of respondents:
Promoters (9–10)
Passives (7–8)
Detractors (0–6)
Customer Satisfaction Score (CSAT)
Average CSAT score (overall or per question)
Distribution of satisfaction ratings (1 to 5 stars)
Customer response time
Average survey response time
Rate of responses sent
Share of unanswered surveys
Customer response method
Total number of responses sent
Breakdown between manual responses and AI-assisted responses
Each of these metrics is displayed with a chart illustrating its evolution over the selected period, as well as a ranking of the establishments in your network.
Survey details
Detailed results for each question
Breakdown of responses by score (NPS, stars, etc.) or by choice
Average scores and response volumes per question
Track your survey stats on the go 📲
Managing one outlet or many? Access your customer satisfaction metrics directly from the Partoo mobile app — anytime, anywhere.
The experience adapts automatically based on the number of outlets you manage:
If you manage a single outlet, you go straight to your KPIs: NPS, CSAT, number of responses received, and response time.
If you manage multiple outlets, you land first on an aggregated view bringing together the performance of all your outlets. You can then select one or more outlets to refine your analysis.
In both cases, you can:
Compare your results across two periods to track how your customer satisfaction is evolving
View your outlet rankings by NPS or CSAT, with a colour code to quickly spot which outlets are improving and which are struggling
Identify outlets that need attention with the "Actions required" block, which highlights outlets whose NPS has dropped compared to the previous month
Read your customer comments, sorted by profile: Detractors, Passives, and Promoters
Share your results with ease — by taking a screenshot or using the built-in sharing feature, which generates a visual card with your KPIs and a pre-filled message
How to interpret the satisfaction KPIs: the NPS score and the CSAT?
The Net Promoter Score (NPS)
The Net Promoter Score (NPS) measures the propensity of customers to recommend your product or service to others. It is calculated by asking a simple question: ‘On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?’
Customers will be classified into three categories based on their response:
Promoters (score of 9-10): These are your most loyal and satisfied customers, likely to actively recommend your company to others.
Neutral (score of 7-8): Satisfied customers but less likely to proactively recommend your company.
Detractors (score of 0-6): These are dissatisfied customers who could damage your reputation by expressing negative opinions.
To calculate your NPS score, subtract the percentage of detractors from the percentage of promoters to obtain your NPS score. The score can vary from -100 to +100.
NPS = % Promoters - % Detractors
For example, if 30% of your customers are promoters and 10% are detractors, your NPS would be +20.
The Customer Satisfaction Score (CSAT)
The Customer Satisfaction Score (CSAT) measures the customer's overall satisfaction following a specific interaction, usually a transaction or a particular event. It is often measured by asking a question like: ‘How satisfied are you with your experience with our company?’. Customers generally answer on a scale of 1 to 5.
The responses are then averaged to obtain your CSAT score. This score is usually presented as a percentage.
CSAT = (Sum of scores / Total number of responses) x 100.
For example, if the sum of the scores is 250 out of 500 responses, your CSAT would be (250/500) x 100 = 50%.
By using these two indicators, NPS and CSAT, you can obtain an overview of your customers' satisfaction and loyalty, as well as valuable information for improving their experience and strengthening your customer relationships.
View and respond to customer feedback anytime, anywhere, now available on your mobile app! 📱