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Pulseri

Farsad F.

Posts by Farsad F. on NPS, CSAT, CES and eNPS surveys, asking for feedback at the right moment, and acting on low scores.

  • The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did

    Scores and metrics6 min read

    Customer loyalty: what it is and how to measure it

    Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.

    Farsad F.
  • The number 88 beside a grid of 100 dots, 88 filled and 12 hollow

    Getting feedback7 min read

    Customer retention: meaning, formula, strategies

    Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.

    Farsad F.
  • The number 63.5 beside three bars scored 80, 65 and 50

    Scores and metrics6 min read

    Customer satisfaction index: meaning and formula

    A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.

    Farsad F.
  • The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon

    Getting feedback5 min read

    Voice of the customer for a small team

    Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.

    Farsad F.
  • The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied

    Scores and metrics6 min read

    Customer satisfaction score: how to calculate it

    Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.

    Farsad F.
  • A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers

    Getting feedback5 min read

    Customer satisfaction survey: how to run one

    A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.

    Farsad F.
  • The number 30 beside four rows of colored dots, each row ending in an empty comment box

    Getting feedback8 min read

    Open-ended survey questions: 30 examples

    Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.

    Farsad F.
  • The number 15 beside three black dots for everyone and three columns of four red, grey and green dots

    Scores and metrics5 min read

    15 NPS follow-up questions that get real answers

    Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.

    Farsad F.
  • The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28

    Scores and metrics5 min read

    How to calculate NPS, with a worked example

    NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.

    Farsad F.
  • A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows

    Setup guides5 min read

    Zendesk CSAT survey setup in seven steps

    Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.

    Farsad F.
  • A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card

    Setup guides5 min read

    Turn detractors into a Slack alert in ten minutes

    Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.

    Farsad F.
  • The number 830 beside a flat green price line for people and grey dots for replies rising above it

    Company5 min read

    Why we price by People and never by response

    Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.

    Farsad F.
  • A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales

    Scores and metrics4 min read

    NPS vs CSAT vs CES: which one to use and when

    NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.

    Farsad F.
  • The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker

    Scores and metrics3 min read

    What is a good NPS score? How to read yours

    Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.

    Farsad F.

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