Customer Experience Assessment

This shows whether your customer relationships are shifting from satisfied to loyal, in numbers rather than gut feel.

Sentiment is about quality. It moves past counting customers to whether each interaction builds long-term equity and cuts the cost of churn. It matters when you're scaling, launching new products, or trying to work out why customers aren't coming back.

What You'll Need — three segments:

• Promoters (Good): enthusiasts who keep buying and refer others.

• Passives (Neutral): satisfied but unenthusiastic, and open to a competitor's offer.

• Detractors (Bad): unhappy customers who damage the brand through word-of-mouth.

Your Results — four insights:

• Net Promoter Score (NPS): whether your customer base drives growth or drains it.

• Customer Satisfaction (CSAT): short-term happiness based on recent experiences.

• Customer Effort Score (CES): how easy you are to deal with, a key driver of retention.

• Total Response Volume: whether you have enough feedback to trust the read.

Worth Knowing

Acquiring a new customer costs 5x to 25x more than keeping one. Lifting NPS even a few points can sharply raise lifetime value. Otherwise you're filling a leaky bucket, losing old customers as fast as you win new ones.