[{"data":1,"prerenderedAt":684},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fcustomer-churn":3,"content:blog:list:posts":517,"content:data_authors:list:rows":680},{"id":4,"title":5,"author":6,"body":7,"canonical":460,"category":461,"date":462,"description":463,"draft":464,"extension":465,"faq":466,"image":482,"imageAlt":483,"keyword":484,"locale":485,"meta":486,"navigation":491,"noindex":464,"og":460,"path":492,"readingTime":460,"seo":493,"sources":494,"stem":510,"tags":511,"updated":462,"video":460,"__hash__":516},"blog\u002Fblog\u002Fcustomer-churn.md","Customer churn: what it is and how to calculate it","farsad",{"type":8,"value":9,"toc":441},"minimark",[10,14,17,22,37,40,72,75,79,87,92,95,98,112,117,122,127,130,134,164,173,177,180,186,216,222,230,234,237,241,249,262,266,269,272,294,302,305,313,320,324,327,330,334,342,346,349,352,404,407,410,421,424,428],[11,12,13],"p",{},"Customer churn is the share of your customers who leave in a given period. To count it, divide the customers you lost by the customers you had at the start, then multiply by 100. A low survey score is one of the earliest signs a customer may leave, and an alert that reaches someone the same day gives your team a chance to act.",[11,15,16],{},"This guide covers the meaning, the formula with a made-up example, and a small early warning routine you can set up with any survey tool.",[18,19,21],"h2",{"id":20},"what-customer-churn-means","What customer churn means",[11,23,24,25,29,30,33,34],{},"IBM defines customer churn as the number of existing customers lost, for any reason, over a given period. ",[26,27],"cite-ref",{"n":28},"1"," Some writers call the same thing customer attrition. ",[26,31],{"n":32},"3"," Others say customer turnover. ",[26,35],{"n":36},"4",[11,38,39],{},"Three distinctions come up often:",[41,42,43,55,64],"ul",{},[44,45,46,50,51,54],"li",{},[47,48,49],"strong",{},"Customer churn and revenue churn."," Customer churn counts accounts. Revenue churn counts the money those accounts paid. ChartMogul shows how they can differ: losing one of three customers is 33% customer churn, but if that customer paid the most, revenue churn is 50%. ",[26,52],{"n":53},"2"," This post is about customer churn.",[44,56,57,60,61,63],{},[47,58,59],{},"Voluntary and involuntary."," IBM describes voluntary churn as a change in the customer's preference. It describes involuntary churn as something often beyond the customer's control. ",[26,62],{"n":28,"k":53}," A customer who decides to cancel is voluntary. A customer whose card failed did not decide anything.",[44,65,66,69,70],{},[47,67,68],{},"Customers and logos."," ChartMogul also calls customer churn \"logo churn\" and counts only paying customers, so trial and free-plan users stay out. ",[26,71],{"n":53,"k":53},[11,73,74],{},"Survey feedback helps most with the voluntary kind. It tells you little about a failed payment.",[18,76,78],{"id":77},"how-to-calculate-customer-churn-rate","How to calculate customer churn rate",[11,80,81,82,84,85],{},"The formula is the same on every source we read. ",[26,83],{"n":28,"k":32}," ",[26,86],{"n":32,"k":53},[11,88,89],{},[47,90,91],{},"Churn rate = customers lost during the period \u002F customers at the start of the period x 100",[11,93,94],{},"Pick one period (a month, a quarter, a year) and use it every time.",[11,96,97],{},"A made-up example. A software company has 400 customers on 1 March. During March, 20 cancel.",[41,99,100,103,106],{},[44,101,102],{},"Customers lost: 20",[44,104,105],{},"Customers at the start: 400",[44,107,108,109],{},"Churn rate: 20 \u002F 400 x 100 = ",[47,110,111],{},"5%",[11,113,114,115],{},"That reads as \"5% monthly churn.\" Graphite Note works a similar example the same way: 50 customers lost from a starting 1,000 is 5%. ",[26,116],{"n":36,"k":53},[118,119,121],"h3",{"id":120},"turning-a-monthly-rate-into-a-yearly-one","Turning a monthly rate into a yearly one",[11,123,124,125],{},"A monthly rate does not multiply by twelve. Amplitude notes that 5% monthly churn does not mean losing 60% of customers in a year, and that it compounds to roughly 46%. ",[26,126],{"n":32,"k":32},[11,128,129],{},"You can check the arithmetic. Each month, 95% of the remaining customers stay. After 12 months, 0.95 multiplied by itself 12 times is about 0.54, so about 54% remain and about 46% have left. This ignores new customers, who would be counted separately.",[118,131,133],{"id":132},"common-mistakes","Common mistakes",[41,135,136,142,148,156],{},[44,137,138,141],{},[47,139,140],{},"Counting new customers in the base."," Use the number at the start of the period, not the number at the end.",[44,143,144,147],{},[47,145,146],{},"Mixing periods."," A monthly rate and a yearly rate are different numbers. Label which one you mean.",[44,149,150,153,154],{},[47,151,152],{},"Counting people who never paid."," ChartMogul excludes trial and free-plan users. ",[26,155],{"n":53,"k":32},[44,157,158,161,162],{},[47,159,160],{},"Counting people who joined and left in the same period."," ChartMogul subtracts them, and customers who left and came back, from the lost count so they do not skew the rate. ",[26,163],{"n":53,"k":36},[11,165,166,167,172],{},"Retention is the other side of the same number: retention rate is 100 minus churn rate for the same period. The ",[168,169,171],"a",{"href":170},"\u002Fblog\u002Fcustomer-retention","customer retention guide"," shows how to count it, including revenue retention.",[18,174,176],{"id":175},"what-feedback-tells-you-before-a-customer-leaves","What feedback tells you before a customer leaves",[11,178,179],{},"The churn rate tells you how many left. It cannot tell you who is about to leave. Survey answers can point at people while there is still time to talk to them.",[11,181,182,183,185],{},"IBM lists a sudden increase in negative customer feedback among the anomalies worth tracking. It also says that the more satisfied customers a company has, the less likely it is to have churn issues. ",[26,184],{"n":28,"k":36}," Three signals are worth watching for in your own data:",[187,188,189,204,210],"ol",{},[44,190,191,194,195,198,199,203],{},[47,192,193],{},"A low score."," On the 0 to 10 Net Promoter Score question, a detractor answers 0 to 6. ",[26,196],{"n":197},"5"," Our ",[168,200,202],{"href":201},"\u002Fresources\u002Fglossary\u002Fdetractor","detractor definition"," explains the group.",[44,205,206,209],{},[47,207,208],{},"A negative comment."," The words often say what the number cannot, such as \"I could not get my data in.\"",[44,211,212,215],{},[47,213,214],{},"Silence."," A customer who stops answering anything you send is not a measured signal, but it is worth a look next to the first two.",[11,217,218,219,221],{},"A survey after someone cancels is the same information too late. ChartMogul suggests asking departed customers why they left. ",[26,220],{"n":53,"k":197}," That is useful for the next customer, not for this one.",[11,223,224,225,229],{},"Be honest about the limits. A low score does not mean a customer will leave, and a high score does not mean they will stay. Some unhappy customers stay because switching is hard (the ",[168,226,228],{"href":227},"\u002Fblog\u002Fcustomer-loyalty","customer loyalty guide"," shows how to find them). Some satisfied customers leave when their budget or their company changes. Treat a low answer as a reason to ask a question, not as a forecast.",[18,231,233],{"id":232},"set-up-an-early-warning-in-four-steps","Set up an early warning in four steps",[11,235,236],{},"This routine works with a spreadsheet and a calendar if you have to. With a feedback tool it runs on its own.",[118,238,240],{"id":239},"step-1-ask-at-the-right-moment","Step 1: Ask at the right moment",[11,242,243,244,248],{},"Ask when the customer has just had an experience worth rating. A solved support ticket, a first week of use or a payment are good moments. A survey sent at a random time gets a random answer. If you are unsure how often to ask, read ",[168,245,247],{"href":246},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","how to ask for feedback without annoying people",".",[11,250,251,252,256,257,261],{},"In Pulseri, an event survey can start from your app, from Stripe or from Zendesk. The ",[168,253,255],{"href":254},"\u002Fproduct\u002Fcustomer-voice","customer voice page"," lists the options, and the ",[168,258,260],{"href":259},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT guide"," shows one in full.",[118,263,265],{"id":264},"step-2-write-one-alert-rule","Step 2: Write one alert rule",[11,267,268],{},"Start with one rule that matches two things: a detractor score, or a negative comment. Use \"any of,\" so either one is enough.",[11,270,271],{},"A rule you can copy into any tool that supports conditions:",[273,274,275,280,288],"blockquote",{},[11,276,277],{},[47,278,279],{},"Alert when any of:",[41,281,282,285],{},[44,283,284],{},"Score bucket is detractor (0 to 6 on a 0 to 10 scale)",[44,286,287],{},"Comment sentiment is negative",[11,289,290,293],{},[47,291,292],{},"Send to:"," the channel your support team reads, with the score and the full comment.",[11,295,296,297,301],{},"In Pulseri, alert rules can match on score, bucket (detractor, passive or promoter) or sentiment, combined with \"all of\" or \"any of.\" The ",[168,298,300],{"href":299},"\u002Fproduct\u002Falerts-and-automations","alerts and automations page"," describes them. A rule with a score or bucket condition must be set on one campaign, so write the rule above on your NPS campaign. A rule that only checks sentiment can cover every campaign. Alerts go to Slack, Microsoft Teams, email or a signed webhook, and show the score and the comment.",[11,303,304],{},"Two details save confusion:",[41,306,307,310],{},[44,308,309],{},"A new rule is not run against old answers. It checks answers as they arrive, so your channel does not fill up on day one.",[44,311,312],{},"Sentiment is worked out from the comment after the answer arrives, so a sentiment alert can come a little later than a score alert. An answer with no comment has no sentiment, so only the score part of the rule can match it.",[11,314,315,316,248],{},"The step-by-step setup is in ",[168,317,319],{"href":318},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","turn detractors into a Slack alert",[118,321,323],{"id":322},"step-3-name-an-owner-and-a-time-limit","Step 3: Name an owner and a time limit",[11,325,326],{},"An alert nobody owns is noise. Pick one person, such as the support lead or the founder, and set a rule: reply within one working day. \"Same day\" is better when the team is small enough.",[11,328,329],{},"The reply does not need to be a sales message. Ask what went wrong and, if it is fixable, fix it.",[118,331,333],{"id":332},"step-4-protect-people-from-too-many-surveys","Step 4: Protect people from too many surveys",[11,335,336,337,341],{},"An early warning is useless if customers learn to ignore your surveys. Keep a limit on how often one person is asked. In Pulseri, relationship surveys such as NPS wait 90 days per person by default, and the ",[168,338,340],{"href":339},"\u002Fresources\u002Fglossary\u002Frelationship-cooldown","relationship cooldown"," is explained in the glossary.",[18,343,345],{"id":344},"check-whether-it-works","Check whether it works",[11,347,348],{},"You will not know whether the warnings predict anything unless you compare them with who actually left. After a quarter, split the customers who gave a low answer into two groups: those your team acted on within a day, and those it did not. Then count how many in each group left.",[11,350,351],{},"A made-up example, to show the layout. Every number here is invented.",[353,354,355,374],"table",{},[356,357,358],"thead",{},[359,360,361,365,368,371],"tr",{},[362,363,364],"th",{},"Group (made-up numbers)",[362,366,367],{},"Customers with a low answer",[362,369,370],{},"Left within the quarter",[362,372,373],{},"Share who left",[375,376,377,391],"tbody",{},[359,378,379,383,386,388],{},[380,381,382],"td",{},"Alerted, owner replied within a day",[380,384,385],{},"40",[380,387,32],{},[380,389,390],{},"7.5%",[359,392,393,396,398,401],{},[380,394,395],{},"Not alerted, no reply",[380,397,385],{},[380,399,400],{},"6",[380,402,403],{},"15%",[11,405,406],{},"At first glance the alerted group left half as often. Do not conclude that the alerts caused it. Three leavers against six is too few to tell luck from effect, and the two groups may differ in other ways, such as plan, age of account or product use. You would need many more customers, or several quarters, before the comparison means much.",[11,408,409],{},"What to compare:",[41,411,412,415,418],{},[44,413,414],{},"The share who left in each group, not the raw counts.",[44,416,417],{},"The same time window for both.",[44,419,420],{},"Whether the alerted group has more of the customers who were already easy to keep.",[11,422,423],{},"If the groups are small, say so in your notes and keep collecting. The routine is worth running even before the numbers are conclusive, because the conversation with the customer has value on its own.",[18,425,427],{"id":426},"next-step","Next step",[11,429,430,431,435,436,440],{},"Pick the one moment where an unhappy customer is most likely to speak up, send a short survey there and write the alert rule above. If you run a SaaS product, ",[168,432,434],{"href":433},"\u002Fsolutions\u002Fsaas-founders","Pulseri for SaaS founders"," shows how that fits together, and the ",[168,437,439],{"href":438},"\u002Fpricing","pricing page"," lists what it costs. Pulseri does not calculate your churn rate. You count that from your own customer list, and the survey gives you a reason to act before the number moves.",{"title":442,"searchDepth":443,"depth":443,"links":444},"",2,[445,446,451,452,458,459],{"id":20,"depth":443,"text":21},{"id":77,"depth":443,"text":78,"children":447},[448,450],{"id":120,"depth":449,"text":121},3,{"id":132,"depth":449,"text":133},{"id":175,"depth":443,"text":176},{"id":232,"depth":443,"text":233,"children":453},[454,455,456,457],{"id":239,"depth":449,"text":240},{"id":264,"depth":449,"text":265},{"id":322,"depth":449,"text":323},{"id":332,"depth":449,"text":333},{"id":344,"depth":443,"text":345},{"id":426,"depth":443,"text":427},null,"Getting feedback","2026-11-05","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.",false,"md",[467,470,473,476,479],{"q":468,"a":469},"What does 5% churn mean?","Out of every 100 customers you had at the start of the period, 5 left during it. Always say the period. 5% a month is very different from 5% a year.",{"q":471,"a":472},"What does 20% churn mean?","One customer in five left during the period. With 400 customers at the start, that is 80 lost. If the period is a month, the business is shrinking quickly. If it is a year, the picture can be quite different.",{"q":474,"a":475},"What is another word for customer churn?","Customer attrition. Some writers also say customer turnover. Logo churn is the same count when you only include paying customers.",{"q":477,"a":478},"What is the difference between churn and retention?","Retention is the share of customers who stayed, so retention rate is 100 minus churn rate for the same period. Both describe the same customers from opposite sides.",{"q":480,"a":481},"Can a survey predict churn?","Not by itself. A low score or a negative comment is a warning, and some unhappy customers stay while some happy ones leave. A survey gives you a reason to act early, and you can check over time whether the warnings match who left.","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20","customer churn","en",{"keywords":487},[488,489,490],"what is customer churn","customer churn rate","customer churn analysis",true,"\u002Fblog\u002Fcustomer-churn",{"title":5,"description":463},[495,498,501,504,507],{"title":496,"url":497,"retrieved":462},"What is customer churn? (IBM)","https:\u002F\u002Fwww.ibm.com\u002Fthink\u002Ftopics\u002Fcustomer-churn",{"title":499,"url":500,"retrieved":462},"Customer churn rate (ChartMogul)","https:\u002F\u002Fchartmogul.com\u002Fsaas-metrics\u002Fcustomer-churn\u002F",{"title":502,"url":503,"retrieved":462},"What is churn? Definition, formula, and examples (Amplitude)","https:\u002F\u002Famplitude.com\u002Fexplore\u002Fanalytics\u002Fwhat-is-churn",{"title":505,"url":506,"retrieved":462},"The Ultimate Guide to Understanding and Predicting Customer Churn (Graphite Note)","https:\u002F\u002Fgraphite-note.com\u002Fthe-ultimate-guide-to-understanding-and-predicting-customer-churn\u002F",{"title":508,"url":509,"retrieved":462},"Net Promoter Score (Qualtrics)","https:\u002F\u002Fwww.qualtrics.com\u002Fexperience-management\u002Fcustomer\u002Fnet-promoter-score\u002F","blog\u002Fcustomer-churn",[512,513,514,515],"alerts","detractors","feedback","scores","WthEb1Ye_hLye49hWAmGV4An0VcCb1Tt3CliIf1xpVk",[518,522,533,541,550,559,567,575,582,590,598,608,615,626,636,643,654,663,672],{"path":492,"title":5,"description":463,"date":519,"updated":519,"category":461,"tags":520,"author":6,"image":482,"imageAlt":483,"readingMinutes":521},"2026-11-05T00:00:00.000Z",[512,513,514,515],8,{"path":227,"title":523,"description":524,"date":519,"updated":519,"category":525,"tags":526,"author":6,"image":530,"imageAlt":531,"readingMinutes":532},"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.","Scores and metrics",[527,528,529],"nps","loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","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",6,{"path":170,"title":534,"description":535,"date":519,"updated":519,"category":461,"tags":536,"author":6,"image":538,"imageAlt":539,"readingMinutes":540},"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.",[514,527,537],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":542,"title":543,"description":544,"date":519,"updated":519,"category":525,"tags":545,"author":6,"image":548,"imageAlt":549,"readingMinutes":532},"\u002Fblog\u002Fcustomer-satisfaction-index","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.",[546,515,529,547],"csat","calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":551,"title":552,"description":553,"date":519,"updated":519,"category":461,"tags":554,"author":6,"image":556,"imageAlt":557,"readingMinutes":558},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[555,546,514],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":560,"title":561,"description":562,"date":519,"updated":519,"category":461,"tags":563,"author":6,"image":565,"imageAlt":566,"readingMinutes":558},"\u002Fblog\u002Fvoice-of-the-customer","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.",[514,527,564],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":568,"title":569,"description":570,"date":571,"updated":571,"category":525,"tags":572,"author":6,"image":573,"imageAlt":574,"readingMinutes":532},"\u002Fblog\u002Fcustomer-satisfaction-score","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.","2026-11-04T00:00:00.000Z",[546,547,515],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":576,"title":577,"description":578,"date":571,"updated":571,"category":461,"tags":579,"author":6,"image":580,"imageAlt":581,"readingMinutes":558},"\u002Fblog\u002Fcustomer-satisfaction-survey","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.",[546,514],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":583,"title":584,"description":585,"date":586,"updated":586,"category":461,"tags":587,"author":6,"image":588,"imageAlt":589,"readingMinutes":521},"\u002Fblog\u002Fopen-ended-survey-questions-examples","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.","2026-10-29T00:00:00.000Z",[555,514,527,546],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":591,"title":592,"description":593,"date":594,"updated":594,"category":525,"tags":595,"author":6,"image":596,"imageAlt":597,"readingMinutes":558},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","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.","2026-10-15T00:00:00.000Z",[527,555,514],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":599,"title":600,"description":601,"date":594,"updated":594,"category":461,"tags":602,"author":6,"image":606,"imageAlt":607,"readingMinutes":558},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[603,604,605,564],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":609,"title":610,"description":611,"date":594,"updated":594,"category":525,"tags":612,"author":6,"image":613,"imageAlt":614,"readingMinutes":558},"\u002Fblog\u002Fhow-to-calculate-nps","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.",[527,547,515],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":616,"title":617,"description":618,"date":594,"updated":594,"category":619,"tags":620,"author":6,"image":624,"imageAlt":625,"readingMinutes":558},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[621,622,623],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":259,"title":627,"description":628,"date":594,"updated":594,"category":629,"tags":630,"author":6,"image":634,"imageAlt":635,"readingMinutes":558},"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.","Setup guides",[631,546,632,633],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":318,"title":637,"description":638,"date":594,"updated":519,"category":629,"tags":639,"author":6,"image":641,"imageAlt":642,"readingMinutes":558},"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.",[640,512,527,513],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":644,"title":645,"description":646,"date":594,"updated":594,"category":647,"tags":648,"author":6,"image":652,"imageAlt":653,"readingMinutes":558},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","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.","Company",[649,650,651],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":246,"title":655,"description":656,"date":657,"updated":657,"category":461,"tags":658,"author":6,"image":661,"imageAlt":662,"readingMinutes":449},"How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[659,527,546,660],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",{"path":664,"title":665,"description":666,"date":657,"updated":657,"category":525,"tags":667,"author":6,"image":669,"imageAlt":670,"readingMinutes":671},"\u002Fblog\u002Fnps-vs-csat-vs-ces","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.",[527,546,668,529],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":673,"title":674,"description":675,"date":657,"updated":657,"category":525,"tags":676,"author":6,"image":678,"imageAlt":679,"readingMinutes":449},"\u002Fblog\u002Fwhat-is-a-good-nps-score","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.",[527,677,515],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[681],{"key":6,"name":682,"avatar":683},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908074229]