NPS & CSAT
Measure your customer satisfaction
This section provides insights on two widely adopted metrics:
- Net Promoter Score (NPS)
- Customer Satisfaction rating (CSAT)
Customer Satisfaction (CSAT)
The CSAT is a simple indicator that records the proportion of users satisfied after a specific interaction or an answer with the chatbot.
It consists of a simple binary question: "Is this helpful?, answered by Yes (thumbs up) or No (thumbs down). Then the end-user is prompted to leave a comment.
Any CSAT feedback received (from Flow Builder or Advanced Builder) is aggregated by answer and gathered in this dashboard.
CSAT score is calculated as follows: positive feedback/total feedbacks
For instance, the CSAT score for the answer below is : 120/(120 + 12) * 10 = 9,1
CSAT dashboard: Answers are listed on the left panel; the corresponding CSAT ratings and comments are displayed on the right panel.
The left panel lists all of the Answers with at least 1 CSAT rating for the selected time period.
The right panel shows the CSAT ratings related to the answer selected on the left panel. All the user messages that triggered this answer and received a rating are displayed here, as well as the comment left if any.
Example of user message that triggered a bot answer that received a negative CSAT rating from the user.
A CSAT comment can be deleted to comply with applicable laws (e.g. GDPR) via Data Deletion API.
Net Promoter Score (NPS)
Laiye Chatbot allows you to activate the NPS question after a user ends the conversation with the Widget. See more info on how to activate NPS in your chatbot NPS score.
Example of NPS dashboards.
NPS Usage Statistics
- Ratings: Number of users who provided a rating.
- Displays: Number of times the bot asked users for a rating.
- Response Rate: Percentage of users who provided a rating over the number of users who were asked.
- Comments: Number of users who provided an additional comment.
Example of NPS statistics.
NPS Results
To calculate the NPS score, we subtract the percentage of promoters (>=9) from detractors (<=6). The "passives" are considered neutral and do not affect your NPS score. For example, if out of 100 NPS responses, 38 were promoters, 29 were passives, and 33 were detractors, then the equation would be: 38% - 33% = 5%. Thus, your overall NPS score is 5.
- Overall NPS: The results of the NPS responses. Users are divided into three categories: Promoters (positive experience), Passives (satisfactory experience), and Detractors (negative experience).
- NPS gain: The evolution of the NPS score for the selected date range when compared to the previous time period.
- Evolution of NPS: The evolution of the NPS score for the selected date range when compared to the previous time period.
Updated over 1 year ago