Customer Satisfaction Survey & NPS | CX Software

What Is NPS?

Net Promoter Score (NPS)

Loyal customers. Actively recommend and make repeat purchases.

Passives

Satisfied but unenthusiastic. May be open to competitor offers.

Detractors

Dissatisfied customers. High risk of negative reviews.

How Is NPS Calculated?

The NPS calculation formula is very simple:

NPS = % Promoters - % Detractors

Example Calculation:

Out of 100 customers: 60 scored 9-10 (Promoter), 20 scored 7-8 (Passive), 20 scored 0-6 (Detractor)

Promoter ratio: 60% | Detractor ratio: 20%

NPS = %60 - %20 = 40

NPS ranges from -100 to +100. 40 is a good score.

Satisfaction Management with Rapitek CRM

Automatic Survey Sending

Automatic survey sending after sales, support, or delivery. Timing and channel selection are fully configurable.

NPS Tracking

Track your NPS score over time. Compare NPS by segment, product, and team.

CSAT Measurement

Measure customer satisfaction after every interaction. Monitor your service quality with instant feedback.

CES (Customer Effort Score)

Measure customer effort for transactions. Low effort = high satisfaction. Optimize self-service and support processes.

Real-Time Dashboard

Monitor NPS, CSAT, and CES metrics on a live dashboard. Trend analysis and comparative reports.

Action Automation

Automatically create follow-up tasks for customers who give low scores. Manager notifications, escalation, and recovery workflows.

NPS Benchmarks by Industry

Know the average NPS scores in your industry, set your target

SaaS / Software

30-40

E-Commerce

45-55

Banking / Finance

20-35

Healthcare

40-50

Insurance

25-40

Retail

35-50

Source: Bain & Company NPS Benchmarks, Satmetrix 2024 Report. Values may vary by industry and region.

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Frequently Asked Questions

What is a customer satisfaction survey?

A customer satisfaction survey is a systematic feedback method used to measure customer experiences with your product or service. It is measured through metrics like NPS, CSAT, and CES, showing businesses areas for improvement.

What is NPS and how is it calculated?

NPS (Net Promoter Score) measures how likely customers are to recommend you on a 0-10 scale. It is calculated by subtracting the percentage of Detractors (0-6) from Promoters (9-10). Example: 60% Promoters - 20% Detractors = NPS 40.

What is a good NPS score?

NPS scores range from -100 to +100. Generally, above 0 is acceptable, above 20 is good, above 50 is excellent, and above 70 is world-class. However, it varies by industry; for example, average NPS in SaaS is 30-40.

What is the difference between CSAT and NPS?

CSAT (Customer Satisfaction Score) measures immediate satisfaction after a specific interaction or transaction. NPS measures overall brand loyalty and likelihood to recommend. CSAT reflects the short-term, NPS reflects the long-term customer relationship.

How does CRM improve customer satisfaction?

CRM improves customer satisfaction in these ways: 1) Timely feedback collection through automated survey delivery, 2) Immediate action for customers who give low scores, 3) Identifying systemic issues through trend analysis, 4) Creating personalized follow-up processes.

What is CES (Customer Effort Score)?