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Scores and metrics

Pulseri blog posts about scores and metrics: plain guides on asking for feedback and acting on it.

  • 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 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 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.
  • 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 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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