2.1. Net Promoter Score (NPS).
2.2. Customer Satisfaction Survey (CSAT).
2.3. Customer Effort Score (CES).
1. Introduction.
With Cool Tabs you can create the main types of CX surveys (NPS, CSAT, CES) and combine them with other question formats to get a complete picture of your customers' experience. Collect data and use it to create personalized actions to build loyalty and retain your customers.
2. Types of CX surveys.
2.1. Net Promoter Score (NPS).
The NPS is an indicator that allows you to measure the level of loyalty. Setting up an NPS survey will let you know the probability that a user or customer will recommend your brand, products, or services to someone else.
It is based on a single question,such as: How likely is it that you would recommend us to a friend?, in which participants select a number between 0 and 10, with 0 being "not at all likely" and 10 being "very likely".
Based on their score, participants are classified into three groups: promoters (9-10), passives (7-8), and detractors (0-6). The NPS index is calculated by subtracting the percentage of detractors from the percentage of promoters.
When to use it: ideal for measuring the overall perception of your brand, or after a key interaction such as a purchase or contract renewal.
When configuring your survey, select 'Custom rating from 0 to N' as the answer option.
Configure your own NPS survey from our preconfigured template, which you can edit and customize to suit your brand: Use the NPS Survey template.
2.2. Customer Satisfaction Survey (CSAT).
The CSAT is an indicator that allows you to measure the level of customer satisfaction. Setting up a CSAT survey will help you evaluate your customers' experience and identify areas for improvement.
It is based on a question such as: What is your level of satisfaction with the service received? The customer rates it on a scale of 1 to 5, with 1 being "very dissatisfied" and 5 being "very satisfied".
When to use it: particularly useful after a specific interaction, such as a purchase, a customer support session, or the use of a particular feature.
Configure your own CSAT survey from our preconfigured template, which you can edit and customize to suit your brand: Use the CSAT Survey template.
2.3. Customer Effort Score (CES).
The CES is an indicator that measures the effort a customer had to make to resolve an interaction: a support query, a purchase process, a return, etc.
It is based on a question such as: How much effort did you have to put in to resolve your issue? The customer responds on a numeric scale (typically 1 to 5 or 1 to 7), where the lowest value means "very little effort" and the highest means "a lot of effort".
A low score indicates the process was easy for the customer, which correlates positively with loyalty.
When to use it: ideal after a support interaction or a management process, to detect friction points and reduce the effort customers need to make when dealing with your brand.
When configuring your CES survey, select 'Custom rating from 0 to N' as the answer option, with the scale of your choice (e.g. N = 5 or N = 7).
2.4. Other surveys.
You can set up Trial Experience surveys to evaluate how the purchase or usage experience is going, and include visual elements such as ratings with emojis or stars.
In addition, you can include other types of questions to obtain more information:
Text response, for participants to expand on their answer or justify their rating.
One answer to choose from several options.
Multiple answers.
Order answers according to preferences.
Matrix questions: allows you to evaluate several aspects of the same experience in a single question, with shared answer options, for example, rating the support received, the waiting time, and the product quality all at once. Available on the Diamond plan.
What types of questions and answers can you include in a quiz or survey.
3. Other specifications.
The templates are available for Gold and Diamond plan users.
If you have any questions, contact us at help@cool-tabs.com.
4. Related content.
Types of questionnaires you can create with Cool Tabs.
How to create a quiz or survey.
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