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Effectively measuring customer satisfaction is essential to understand your customers' needs, preferences, and areas for improvement. From your Partoo Feedback Management tool, you can measure your customers' satisfaction using two indicators: the NPS (Net Promoter Score) and the CSAT.
What statistics are available?
In the Survey section of the Statistics page, you can track the performance of your satisfaction surveys.
These statistics can be viewed using various filters, select:
a specific survey, multiple surveys, or all your surveys,
a business, a group of businesses, or all your businesses,
the analyzed period.
All the statistics below reflect data corresponding to this selection:
Survey volume
Number of surveys sent
Number of surveys completed
Number of surveys containing a response to the open question in your questionnaire
The Net Promoter Score (NPS)
Overall NPS (Net Promoter Score)
Distribution of respondents among:
Promoters (9–10)
Neutrals (7–8)
Detractors (0–6)
The Customer Satisfaction Score (CSAT)
Average CSAT score (overall or by question)
Distribution of satisfaction ratings (1 to 5 stars)
Customer response time
Average response time to surveys
Response rate
Share of surveys left unanswered
Customer response method
Total number of responses sent
Distribution between manual responses and AI-assisted responses
Each of these data is accompanied by a graph illustrating its evolution over the selected period, as well as a ranking of the businesses in your network.
Survey details
Detailed results by question
Distribution of responses by score (NPS, stars, etc.) or by choice
Averages and response volumes by question
Track your survey statistics directly on mobile 📲
Do you manage one or more businesses?
Find your customer satisfaction indicators directly from the Partoo mobile app, anytime and anywhere.
Depending on the number of businesses you have access to, the experience automatically adapts:
If you manage a single business, you directly access your KPIs: NPS (Net Promoter Score), CSAT, number of responses received, and response time.
If you manage multiple businesses, you first arrive at an aggregated view that groups the performance of all your businesses.
You can then select one or more businesses to refine your analysis.
In both cases, you can:
Compare your results over two periods to measure the evolution of your customer satisfaction
Consult the ranking of your businesses by NPS (Net Promoter Score) or CSAT, with a color code to quickly identify businesses that are improving or struggling
Identify businesses that require special attention thanks to the "Actions required" block, which highlights businesses whose NPS (Net Promoter Score) has dropped compared to the previous month
Read your customers' verbatims, sorted by profile: Detractors, Neutrals, and Promoters
Easily share your results: by taking a screenshot or using the integrated sharing function, which generates a visual card with your KPIs and a pre-filled message
How to interpret satisfaction KPIs: the NPS (Net Promoter Score) and the CSAT?
The Net Promoter Score (NPS)
The Net Promoter Score (NPS) measures customers' likelihood to recommend your product or service to others.
It is calculated by asking a simple question: "On a scale from 0 to 10, how likely are you to recommend our business to a friend or colleague?"
Customers are classified into three categories based on their response:
Promoters (score 9-10): these are your most loyal and satisfied customers, likely to actively recommend your business to others.
Neutrals (score 7-8): these are satisfied customers but less likely to proactively recommend your business.
Detractors (score 0-6): these are unhappy customers who could harm your reputation by expressing negative opinions.
To calculate your NPS (Net Promoter Score), subtract the percentage of detractors from the percentage of promoters to get your NPS. The score can range from -100 to +100.
NPS = % of Promoters - % of Detractors
For example, if 30% of your customers are promoters and 10% are detractors, your NPS would be +20.
The Customer Satisfaction (CSAT)
The Customer Satisfaction Score (CSAT) measures the overall customer satisfaction following a specific interaction, usually a transaction or particular event.
It is often measured by asking a question like: "How satisfied are you with your experience with our business?" Customers usually respond on a scale from 1 to 5.
You then calculate the average of the responses to get 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 scores is 250 out of 500 responses, your CSAT would be (250/500) x 100 = 50%.
Using these two indicators, the NPS (Net Promoter Score) and the CSAT, you can get an overview of your customers' satisfaction and loyalty, as well as valuable insights to improve their experience and strengthen your customer relationships.
Check and respond to customer feedback wherever you are, available on your mobile! 📲