{"id":78746,"date":"2026-07-08T00:54:51","date_gmt":"2026-07-08T00:54:51","guid":{"rendered":"http:\/\/bangla.sitestree.com\/?p=78746"},"modified":"2026-07-08T00:54:51","modified_gmt":"2026-07-08T00:54:51","slug":"define-csat-nps-ces","status":"publish","type":"post","link":"http:\/\/bangla.sitestree.com\/?p=78746","title":{"rendered":"Define: CSAT, NPS, CES"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">CSAT \u2014 Customer Satisfaction Score<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>CSAT measures how satisfied customers are with a specific product, feature, service, or interaction.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Usually the customer is asked:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cHow satisfied were you with this experience?\u201d<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Common scale:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">1 to 5<br>1 = very dissatisfied<br>5 = very satisfied<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Example:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">After using a new checkout feature, customers rate it <strong>4.5 out of 5<\/strong>.<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Teaching line:<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">CSAT tells us whether customers are happy with what was delivered.<\/p>\n<\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">NPS \u2014 Net Promoter Score<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NPS measures customer loyalty and likelihood of recommendation.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Usually the customer is asked:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cHow likely are you to recommend this product to a friend or colleague?\u201d<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Scale:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">0 to 10<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">General interpretation:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Score<\/th><th>Meaning<\/th><\/tr><\/thead><tbody><tr><td><strong>9\u201310<\/strong><\/td><td>Promoters \u2014 very satisfied and likely to recommend<\/td><\/tr><tr><td><strong>7\u20138<\/strong><\/td><td>Passive \u2014 satisfied but not strongly loyal<\/td><\/tr><tr><td><strong>0\u20136<\/strong><\/td><td>Detractors \u2014 unhappy or unlikely to recommend<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Teaching line:<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">NPS tells us whether customers like the product enough to recommend it.<\/p>\n<\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">CES \u2014 Customer Effort Score<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>CES measures how easy or difficult it is for customers to complete a task.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Usually the customer is asked:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cHow easy was it to complete this task?\u201d<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Example tasks:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>reset password,<\/li>\n\n\n\n<li>place an order,<\/li>\n\n\n\n<li>submit a support request,<\/li>\n\n\n\n<li>find a product,<\/li>\n\n\n\n<li>complete checkout.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Teaching line:<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">CES tells us how much effort the customer had to spend. Lower effort usually means a better user experience.<\/p>\n<\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Simple comparison<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Metric<\/th><th>Main question<\/th><th>Measures<\/th><\/tr><\/thead><tbody><tr><td><strong>CSAT<\/strong><\/td><td>Are customers satisfied?<\/td><td>Satisfaction<\/td><\/tr><tr><td><strong>NPS<\/strong><\/td><td>Would customers recommend us?<\/td><td>Loyalty\/recommendation<\/td><\/tr><tr><td><strong>CES<\/strong><\/td><td>Was it easy for customers?<\/td><td>Ease of use \/ effort<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Easy example<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For a campus food ordering app:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Metric<\/th><th>Example question<\/th><\/tr><\/thead><tbody><tr><td><strong>CSAT<\/strong><\/td><td>\u201cHow satisfied are you with the food ordering app?\u201d<\/td><\/tr><tr><td><strong>NPS<\/strong><\/td><td>\u201cWould you recommend this app to other students?\u201d<\/td><\/tr><tr><td><strong>CES<\/strong><\/td><td>\u201cHow easy was it to place your order?\u201d<\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>CSAT \u2014 Customer Satisfaction Score CSAT measures how satisfied customers are with a specific product, feature, service, or interaction. Usually the customer is asked: \u201cHow satisfied were you with this experience?\u201d Common scale: 1 to 51 = very dissatisfied5 = very satisfied Example: After using a new checkout feature, customers rate it 4.5 out of &hellip; <\/p>\n<p><a class=\"more-link btn\" href=\"http:\/\/bangla.sitestree.com\/?p=78746\">Continue reading<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1661],"tags":[],"class_list":["post-78746","post","type-post","status-publish","format-standard","hentry","category-agile-","item-wrap"],"jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":78748,"url":"http:\/\/bangla.sitestree.com\/?p=78748","url_meta":{"origin":78746,"position":0},"title":"Explain: Dashboard: Executive: Portfolio health, outcomes, risk, budget","author":"sayedjustetc","date":"July 8, 2026","format":false,"excerpt":"Executive dashboard means a high-level dashboard for senior leaders, not for daily team work. It should answer: Are our major initiatives healthy, delivering outcomes, within risk tolerance, and within budget? 1. Portfolio health This shows whether the organization\u2019s major projects\/programs are generally on track. Examples: Portfolio health questionExample metricAre major\u2026","rel":"","context":"In &quot;Agile | \u098f\u099c\u09be\u0987\u09b2&quot;","block_context":{"text":"Agile | \u098f\u099c\u09be\u0987\u09b2","link":"http:\/\/bangla.sitestree.com\/?cat=1661"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":78740,"url":"http:\/\/bangla.sitestree.com\/?p=78740","url_meta":{"origin":78746,"position":1},"title":"Explain which number is the most useful for a customer? Lead time, cycle time, throughput?","author":"sayedjustetc","date":"July 8, 2026","format":false,"excerpt":"For a customer, the most useful number is usually: Lead Time Because lead time measures the customer\u2019s waiting time. Simple comparison MetricWho cares most?WhyLead TimeCustomer\u201cHow long from my request until I get the result?\u201dCycle TimeTeam \/ manager\u201cHow long did the team actively work on it?\u201dThroughputTeam \/ manager \/ planning\u201cHow many\u2026","rel":"","context":"In &quot;Agile | \u098f\u099c\u09be\u0987\u09b2&quot;","block_context":{"text":"Agile | \u098f\u099c\u09be\u0987\u09b2","link":"http:\/\/bangla.sitestree.com\/?cat=1661"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":70217,"url":"http:\/\/bangla.sitestree.com\/?p=70217","url_meta":{"origin":78746,"position":2},"title":"Understanding Helpdesk Software #104","author":"Author-Check- Article-or-Video","date":"August 29, 2021","format":false,"excerpt":"On going:Features:--Ticket Creation ---Customers could create ticket online --one intention was to transfer the voice message into an unassigned ticket ---At receiving of a voice message - an email is sent to helpdesk with the message as attached ---online knowledge base was also there ---yahoo customer supportTicket Creation Features --creation\u2026","rel":"","context":"In &quot;FromSitesTree.com&quot;","block_context":{"text":"FromSitesTree.com","link":"http:\/\/bangla.sitestree.com\/?cat=1917"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":9049,"url":"http:\/\/bangla.sitestree.com\/?p=9049","url_meta":{"origin":78746,"position":3},"title":"AppML \u0995\u09c7\u09b8 \u09b8\u09cd\u099f\u09be\u09a1\u09bf &#8211; \u0997\u09cd\u09b0\u09be\u09b9\u0995\u09b0\u09be (AppML Case Study &#8211; Customers)","author":"Author-Check- Article-or-Video","date":"May 25, 2015","format":false,"excerpt":"\u098f\u0987\u099a\u099f\u09bf\u098f\u09ae\u098f\u09b2 \u098f\u0987\u099a\u099f\u09bf\u098f\u09ae\u098f\u09b2 \u09b8\u09cb\u09b0\u09cd\u09b8: \u00a0 <!DOCTYPE html> <html lang=\"en-US\"> <title>Customers<\/title> <link rel=\"stylesheet\" href=\"http:\/\/maxcdn.bootstrapcdn.com\/bootstrap\/3.2.0\/css\/bootstrap.min.css\"> <script src=\"http:\/\/www.w3schools.com\/appml\/2.0.3\/appml.js\"><\/script> <body> <div class=\"container\"> <h1>Customers<\/h1> <div id=\"Form01\" class=\"jumbotron\" style=\"display:none\" appml-data=\"local?model=model_customersform\" appml-controller=\"myFormController\"> \u00a0 <div appml-include-html=\"inc_formcommands.htm\"><\/div> \u00a0 <div class=\"form-group\"> \u00a0\u00a0\u00a0 <label for=\"customername\">CustomerName:<\/label> \u00a0\u00a0\u00a0 <input id=\"customername\" class=\"form-control\"> \u00a0 <\/div> \u00a0 <div class=\"form-group\"> \u00a0\u00a0\u00a0 <label for=\"contactname\">ContactName:<\/label> \u00a0\u00a0\u00a0 <input id=\"contactname\" class=\"form-control\"> \u00a0\u2026","rel":"","context":"In &quot;AppML : Application Modeling Language&quot;","block_context":{"text":"AppML : Application Modeling Language","link":"http:\/\/bangla.sitestree.com\/?cat=796"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":5884,"url":"http:\/\/bangla.sitestree.com\/?p=5884","url_meta":{"origin":78746,"position":4},"title":"SQL ORDER BY \u0995\u09c0\u0993\u09df\u09be\u09b0\u09cd\u09a1 . SQL ORDER BY Keyword","author":"Author-Check- Article-or-Video","date":"January 31, 2015","format":false,"excerpt":"SQL ORDER BY \u0995\u09c0\u0993\u09df\u09be\u09b0\u09cd\u09a1 Article By: Pratap Chandra \u09a1\u09be\u099f\u09be\u09ac\u09c7\u099c\u09c7\u09b0 \u098f\u0995\u099f\u09bf \u099f\u09c7\u09ac\u09bf\u09b2 \u09a5\u09c7\u0995\u09c7 \u09a4\u09c1\u09b2\u09c7 \u0986\u09a8\u09be \u09a1\u09be\u099f\u09be\u0995\u09c7 \u09aa\u09cd\u09b0\u09df\u09cb\u099c\u09a8 \u09ae\u09a4\u09cb \u09b8\u09be\u099c\u09be\u09a4\u09c7 ORDER BY \u0995\u09c0\u0993\u09df\u09be\u09b0\u09cd\u09a1 \u09ac\u09cd\u09af\u09ac\u09b9\u09be\u09b0 \u0995\u09b0\u09be \u09b9\u09df\u0964 \u098f\u0995 \u0995\u09bf\u0982\u09ac\u09be \u098f\u0995\u09be\u09a7\u09bf\u0995 \u0995\u09b2\u09be\u09ae \u09a7\u09b0\u09c7 \u098f\u0987 \u0995\u09c0\u0993\u09df\u09be\u09b0\u09cd\u09a1\u09c7\u09b0 \u09b8\u09be\u09b9\u09be\u09af\u09cd\u09af\u09c7 \u09a1\u09be\u099f\u09be \u09b8\u09be\u099c\u09be\u09a8\u09cb \u09af\u09be\u09df \u098f\u09ac\u0982 \u09b8\u099c\u09cd\u099c\u09be\u09b0 \u09aa\u09cd\u09b0\u0995\u09c3\u09a4\u09bf (\u0989\u09b0\u09cd\u09a7\u09cd\u09ac\u0995\u09cd\u09b0\u09ae \u0995\u09bf\u0982\u09ac\u09be \u0985\u09a7:\u0995\u09cd\u09b0\u09ae) \u0989\u09b2\u09cd\u09b2\u09c7\u0996 \u09a8\u09be \u0995\u09b0\u09b2\u09c7 \u09b8\u09cd\u09ac\u09df\u0982\u0995\u09cd\u09b0\u09bf\u09ad\u09be\u09ac\u09c7 \u0989\u09b0\u09cd\u09a7\u09cd\u09ac\u0995\u09cd\u09b0\u09ae (ascending) \u0985\u09a8\u09c1\u09b8\u09be\u09b0\u09c7 \u09b8\u09be\u099c\u09be\u09df\u0964 \u09aa\u09cd\u09b0\u09be\u09aa\u09cd\u09a4\u2026","rel":"","context":"In &quot;\u098f\u09b8 \u0995\u09bf\u0989 \u098f\u09b2 - \u09e6\u09e6\u09e7 \u0964 SQL - 001&quot;","block_context":{"text":"\u098f\u09b8 \u0995\u09bf\u0989 \u098f\u09b2 - \u09e6\u09e6\u09e7 \u0964 SQL - 001","link":"http:\/\/bangla.sitestree.com\/?cat=155"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":68500,"url":"http:\/\/bangla.sitestree.com\/?p=68500","url_meta":{"origin":78746,"position":5},"title":"Lesson 1: How to Develop a Customer Ticket Management System in Vb.net (Lesson 1 Focus: Overview) #83","author":"Author-Check- Article-or-Video","date":"August 4, 2021","format":false,"excerpt":"I will demonstrate step by step software development in different platforms using different approaches. Platform for this lesson is: VB.net and MS SQL Server. I will provide short-notes and video trainings incrementally. I will update the notes time to time. Project Focus: We assumed as part of the project management\u2026","rel":"","context":"In &quot;FromSitesTree.com&quot;","block_context":{"text":"FromSitesTree.com","link":"http:\/\/bangla.sitestree.com\/?cat=1917"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_featured_media_url":"","_links":{"self":[{"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=\/wp\/v2\/posts\/78746","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=78746"}],"version-history":[{"count":1,"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=\/wp\/v2\/posts\/78746\/revisions"}],"predecessor-version":[{"id":78747,"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=\/wp\/v2\/posts\/78746\/revisions\/78747"}],"wp:attachment":[{"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=78746"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=78746"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/bangla.sitestree.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=78746"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}