3 ms·
CSAT is not standardized and there are many ways to calculate it, one of which you have linked. I've seen firsthand many of the largest brands calculate it diff
by rkk3 5y ago
CSAT is not standardized and there are many ways to calculate it, one of which you have linked. I've seen firsthand many of the largest brands calculate it differently.
- itsdrewmiller 5y agoYeah, I agree it doesn't have the universal agreement on implementation that NPS does. Here's an alternative that I believe does and is referenced in some of the NPS skeptical research: https://en.wikipedia.org/wiki/American_Customer_Satisfaction_Index https://en.wikipedia.org/wiki/American_Customer_Satisfaction...
- rkk3 5y agoThat "measures the satisfaction of consumers across the U.S. economy", very different from Brand's Customer Experience Surveys. Having worked as a software vendor in the CX field, I saw a lot of different implementations of the "same" survey metrics. NPS was only standardized one (I think because its from b school in the 80's).
- itsdrewmiller 5y agoNevertheless it seems to be roughly as predictive of growth - https://web.archive.org/web/20200716065914/https://pdfs.semanticscholar.org/dfe0/4f3d83fee37a617d9cacfebc331605dc4bfc.pdf https://web.archive.org/web/20200716065914/https://pdfs.sema...