Customer Experience Metrics: NPS, CSAT, CES & Retention Impact
Measure customer experience like a CX analyst: NPS from raw answers, segments and margins of error, CSAT top-2-box, effort scores, coded comments and Pareto, driver analysis, the link to churn and revenue, and a CX dashboard – 8 labs on one broadband provider's data, every cell checked instantly.
The first lesson is free — no account needed.
About this course
A customer experience metrics course that analyses one fictional broadband provider's survey and churn data in a spreadsheet, for CX analysts, support leaders and market researchers. You count promoters and detractors with COUNTIFS for the Net Promoter Score per month, put a 95% margin of error on the NPS of four segments and test whether a gap is real, calculate CSAT top-2-box by channel with a correctly weighted total, summarise Customer Effort Scores and their distribution, rank coded complaint themes in a Pareto chart with the revenue behind each one, correlate attribute ratings with overall satisfaction in a driver analysis, link NPS groups to churn and revenue at risk and build a CX dashboard with direction-aware target flags and sparklines. Net Promoter, NPS and Net Promoter Score are trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. Tabellab is not affiliated with them. The first lab is free.
Lessons
- Net Promoter Score from Raw 0–10 AnswersFree
- NPS by Segment and Its Margin of Error Pro
- CSAT: Top-2-Box by Channel Pro
- Customer Effort Score: Averages and Distribution Pro
- Coded Feedback Themes and the Pareto Chart Pro
- Driver Analysis: What Moves Overall Satisfaction Pro
- Linking NPS to Churn and Revenue at Risk Pro
- The CX Dashboard: Targets, Status Flags and Trends Pro