Net Promoter Score (NPS)

CSAT Score

CSAT (Customer Satisfaction Score) is a transactional metric that directly measures a customer's satisfaction with a specific interaction, product, or service. Customers rate their experience on a simple scale — typically 1–5 or 1–10 — immediately after a touchpoint. The score is expressed as the percentage of respondents who gave a positive rating (usually the top one or two values on the scale).

Customer Effort Score (CES)

Customer Effort Score (CES) is a metric that measures how easy it is for customers to interact with a company — whether completing a purchase, resolving a support issue, or getting started with a product. Customers rate the ease of their interaction on a scale (typically 1–7 or 1–5), and lower perceived effort is strongly associated with higher loyalty and reduced churn.

Customer Satisfaction

Customer satisfaction is a measure of how well a product, service, or experience meets or exceeds customer expectations. It is typically tracked through surveys, ratings, and feedback mechanisms, and serves as a leading indicator of customer loyalty, retention, and revenue growth.

Customer Retention

Customer retention is the ability of a business to keep its existing customers over a defined time period. It is measured as a retention rate — the inverse of [[churn-rate|churn rate]] — and is closely tied to customer satisfaction, perceived value, and the quality of the ongoing customer experience. High retention is the foundation of sustainable, profitable growth.

Review Request

A review request is a deliberate, personalized outreach to a customer asking them to share their experience through a review, rating, or testimonial. It is the primary mechanism businesses use to convert satisfied but silent customers into visible social proof.