Hacker News new | ask | show | jobs
by itsdrewmiller 1638 days ago
https://www.qualtrics.com/experience-management/customer/wha... is another standardized alternative, that I suspect would suffer less from the problems in the article.
1 comments
rkk3 1638 days ago
CSAT is not standardized and there are many ways to calculate it, one of which you have linked. I've seen firsthand many of the largest brands calculate it differently.
link
itsdrewmiller 1637 days ago
Yeah, I agree it doesn't have the universal agreement on implementation that NPS does. Here's an alternative that I believe does and is referenced in some of the NPS skeptical research: https://en.wikipedia.org/wiki/American_Customer_Satisfaction...
link
rkk3 1637 days ago
That "measures the satisfaction of consumers across the U.S. economy", very different from Brand's Customer Experience Surveys. Having worked as a software vendor in the CX field, I saw a lot of different implementations of the "same" survey metrics. NPS was only standardized one (I think because its from b school in the 80's).
link
itsdrewmiller 1636 days ago
Nevertheless it seems to be roughly as predictive of growth - https://web.archive.org/web/20200716065914/https://pdfs.sema...
link