CSAT Survey Chart

Definition of Net Promoter Score

A net promoter score, or NPS, is used by marketers and business owners to evaluate a brand’s customer experience. You can also use an employee net promoter score to measure workplace satisfaction.

Bain and Company first introduced the Net Promoter Score in 2003. In fact, Net Promoter, NPS, NPS Prism and many other NPS-related wordage are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.

That said, the Net Promoter Score has become a gold standard for evaluating customer loyalty and brand experience. As a result, the Net Promoter Score has become a proprietary eponym and a generic trademark, like Band-Aid, Kleenex, Xerox and many others.

The foundation of a net promoter score calculation is one simple question: “How likely are you to recommend us?”

You can be more specific with your question and ask about a particular product, service or other detail. Respondents to the question mark their answer on a 0-10 scale, with 0 being the lowest score and 10 the best.

Your complete NPS score is between -100 and +100. This number being positive or negative shows if you have more promoters versus detractors.

Essentially, this customer satisfaction score expresses how well-liked your brand, product, etc., is, depending on the topic of your NPS survey.

A high NPS score is a large positive number, with 100 being the highest. We’ll look into calculating net promoter score in one of the following sections.

CSAT vs. NPS

CSAT Score, or customer satisfaction score, and NPS are often confused. In many cases, professionals use these terms interchangeably. After all, the NPS score is essentially a customer satisfaction score.

So, what is the difference between CSAT vs. NPS? Are these two terms actually different from one another? The answer isn’t a clear yes or no.

In many cases, people use the two terms to mean the same thing, which is an evaluation of overall customer sentiment or satisfaction. However, this leans closer to the NPS side than a CSAT score.

Typically, CSAT scores explore more short-term sentiments. CSAT survey analysis is useful for evaluating immediate customer happiness and making new improvements. Meanwhile, NPS tracks long-term promotion and loyalty.

The critical element to note is the wordage used by each of these two scores. NPS is about promotion and recommendation, while CSAT scoring focuses on satisfaction and happiness.

It’s much easier to build and improve satisfaction than promoters. A satisfied, happy customer isn’t always a loyal brand promoter. That takes significant time and repeated positive experiences.

In short, CSAT and NPS are both valuable. When to use each one depends on whether you’re looking at short-term or long-term improvements.

Remember, short-term customer satisfaction improvements may eventually lead to increased NPS scores, but it takes time.

How to Calculate CSAT Scores / Net Promoter Score Calculation

To better understand customer satisfaction scores and how to present survey results, it’s helpful to know how to calculate these metrics. Without this net promoter score formula, you won’t be able to analyze survey data totals.

Both CSAT and the Net Promoter Score use simple numerical scales. NPS is on a scale of 0 to 10, while CSAT typically plots data on a scale of 1 to 10 customer satisfaction rating. This helps make calculations easier.

How is a net promoter score calculated? You take your positive responses reflecting happy customers and divide it by the total number of customers surveyed. What you deem is a positive response is based on the scale you use.

For example, a 5-point net promoter scale may give participants the following response options:

• Very unsatisfied
• Unsatisfied
• Neutral
• Satisfied
• Very Satisfied

Only the “Satisfied” and “Very Satisfied” options count as positive responses. On a scale of 1 to 10, you may only record the very top net promoter score benchmarks.

Customer Satisfaction Score (CSAT) = (Satisfied Customers + Total Customers Surveyed) x 100

So, if you survey 45 people and 39 report positively, your CSAT, meaning customer satisfaction, score would be 86.7% because 39/45 equals 0.86666. Once multiplied by 100, your final score is ~86.7%.

Now let’s look at how to calculate NPS. The NPS system is built on a 0-10 scale. It breaks down what each score means more thoroughly than other customer metrics.

• Detractors, scores 0-6: These are unhappy responses from dissatisfied customers that are highly likely to detract from your brand by spreading negative sentiment via word-of-mouth. If you have an overwhelming number of detractors, it can permanently damage your customer experience and brand reputation.
• Passives, scores 7-8: Since these are high scores, you can surmise that these customers are mostly satisfied or even very happy with your brand experience. However, they aren’t enthusiastic enough to openly promote your products, services, etc., with others.
• Promoters, scores 9-10: These are your most loyal customers and brand enthusiasts. They are the individuals that will frequently and emphatically promote your products, services, brands and other details to their friends, family members and colleagues.

Once you’re ready for the analysis of survey data and NPS questions, the CSAT calculation is easy enough. You simply subtract the percentage of detractors from the percentage of promoters.

For example, if you poll 100 people and 30% are detractors, 12% are passive and 58% are promoters, your final net promoter score calculation is +28 (58 - 30 = 28).

What Is a Good CSAT Score / Good Net Promoter Score?

A perfect CSAT score or NPS score range is a score of 100. This high NPS score means that all of your customers are happy and active promoters.

Sadly, these perfect scores are improbable to attain. You’ll always have some group of customers with problems or don’t feel strongly enough to be a brand promoter.

Thus, the better question to ask is, “what is a good NPS score?” because this will give you a more accurate and attainable number to reach.

In easy terms, any positive rating is a good NPS score because it means you have more promoters than detractors. A good net promoter score range to shoot for is between 20 and 30. A good net promoter score would be anything higher than 30; that would be remarkable for most businesses.

Remember, this is just a net promoter score benchmark. It may not apply to all types of businesses or industries. In some areas, an NPS score of even +5 may be exceptional.

The more you track and measure your net promoter score, the more familiar you’ll become with a good NPS score versus a bad or great net promoter score example for your business.

Understanding what is a good CSAT score is similar, where good and bad scores will vary depending on your type of business and even the size of your company.

For instance, a small company with few customers may easily have a 90 to 100% CSAT score because they have more time to dedicate to keeping their shoppers happy and engaged.

Meanwhile, a larger company may struggle to ever reach such a high customer satisfaction CSAT score because it’s more challenging to keep a more considerable audience happy.

Again, it’s about consistently tracking your CSAT metrics and seeing how much room you have for improvement and what is an acceptable standard of happiness for your audience.

The ChartExpo CSAT Survey Chart helps you visualize your customer happiness and promoters and determine when and how to improve these ratings.

Ask the Right NPS Survey Questions

You need to start with a great net promoter score question to get a good net promoter score. The most common net promoter score examples follow a simple customer satisfaction survey template question of, “Would you recommend us?” followed by a scale of 0-10.

With this question, you have a clear, concise question that directly relates to the promotion of your business. You can add further focus to your net promoter question by explicitly asking about a certain product, service, marketing campaign, etc.

Instead of “Would you recommend us?” you might ask the NPS survey question, “Would you recommend our cleaning services to others?” In this NPS survey example, you can replace cleaning services with any other thing you want to gather intel about.

While the NPS survey chart or CSAT customer satisfaction survey chart visualizes a single NPS question, you can include more items and customer satisfaction survey questions in your survey. This allows you to acquire more intelligence from each customer experience survey you conduct.

That said, it is crucial to keep your net promoter score surveys relatively short. If you ask too many questions, your customer satisfaction surveys may appear overwhelming and discourage customers from participating.

Moreover, it’s an excellent strategy to keep your net promoter surveys relatively focused on promotion and the topic of your initial survey research question. With these NPS survey best practices, you ensure that you gather supplementary data to qualify your net promoter score calculation.

Here are NPS question examples that highlight this approach.

• How likely are you to recommend our business to a friend, colleague or family member on a scale of 0-10?
• How likely are you to recommend our [product or service] to a friend, colleague or family member on a scale of 0-10?
• What are the reasons for your scores?
• What can we do to improve the experiences we provide to you?
• Which product(s) or service(s) do you value and recommend the most?

In this example, you have two clear NPS questions followed by several qualifying, open-ended questions. These responses add justification to the customer’s NPS scores and provide you with direct feedback on how to improve your business and offerings.

Graph Your Survey Results with ChartExpo’s CSAT Survey Chart

As you garner responses to your Google Forms survey (or any other type of questionnaire), your survey data starts to grow to the point that raw survey analysis is too tedious and time-consuming to be valuable.

It’s at this tipping point where the need for visual survey data analysis appears. Transforming raw survey data and spreadsheets into visual depictions allows for easier and faster analysis.

Simply put, the human brain processes a survey data visualization more efficiently than raw numbers or text. It also retains the information for longer and readily recalls it when needed.

It’s the classic adage that a picture is worth a thousand words. It’s easier to see something first-hand than read about it or have someone explain it to you.

This is the advantage of charting your NPS survey results with ChartExpo’s CSAT Survey Chart. It is the fastest and most effective way to thoroughly understand your net promoter score (NPS) and the stories behind your survey responses.

ChartExpo’s CSAT Survey Chart uses a typical bar chart layout to show how often participants choose each rating on the scale of 0 to 10. Then, it expresses your overall NPS score and the percentage of detractors versus neutral responses versus promoters.

Thanks to this NPS survey graph, you can quickly assess the volume of detractors and promoters and determine whether you have more loyal supporters or disgruntled detractors.

By putting all of the information in one, easy-to-read survey data visualization, you save time and headaches in your survey data analysis.

Analyze Your NPS Score Chart Results

With your ChartExpo CSAT Survey Chart prepared, the next step is to know how to analyze survey data using the visualization. The goal is to extract valuable and actionable insights into improving your business to generate more promoters and fewer detractors.

Arguably, the most crucial part of your CSAT Survey Chart is the overall NPS gauge at the bottom. This shows your NPS score without any other distractions, giving you the best overview of the data.

Remember how to calculate net promoter score: subtract the percentage of negative detractors from the percentage of positive promoters. So, if you have 29% detractors and 47% promoters, your final NPS would be +18.

After gauging your overall NPS, take a look at the breakdown of each score option along the scale. This will give you a deeper understanding of how severe or enthusiastic your detractors and promoters are.

This is especially true of your detractors because the net promoter score scale counts any response between 0 and 6 as a detractor. However, there is a significant difference between a score of 0 and a score of 6.

If you look at this chart and see that most of your detractors are in the 4-6 range, it’s a good sign that you can still convert these individuals into loyal promoters.

Conversely, when most of your detractors input 0-1 NPS scores, it’s a much larger predicament and could point to significant issues with your customer experiences.

Another crucial audience to investigate is your neutral customers. These individuals are on the fence between becoming a happy or not-so-happy audience member.

Thus, it is a group worth exploring because it improves your chances of turning them into promoters rather than detractors.

Take Action

Your survey results analysis needs to lead to action. Otherwise, what’s the point? Knowing how to analyze survey data and NPS should help you understand when and how to improve your customer experiences to drive more brand promoters.

One of the worst business data crimes you can commit is spending the time and resources to collect, organize and analyze your data, but never doing anything with the information you receive.

It’s not easy to extract insights from data, even information as simple as the NPS score scale. So, you don’t want these efforts to go to waste.

You need an insightful action plan for how to present survey results and use them to grow your strategies.

This detailed foundation describes how your business will utilize data and insights. Your insight action plan should include who is responsible for making those changes, when you’ll enact the changes and a time in the future when you’ll review the results of these adjustments.

While this may seem like extra work — data analysis of survey results is already a lengthy process — it guarantees that you make the most of the valuable intelligence gained through visual analysis.

Without this plan, it’s very easy to discover valuable insights, but forget to put those lessons into action and improve your number of promoters.

There are a few insights and actions that your NPS customer survey chart will help you find. For instance, you may discover potential hiccups in your customer experiences that create more detractors. Resolving these problems will improve your NPS results.

You can also look at how large your neutral audience is to determine how many people are in between being positive or negative about your business and products.

The more insights you discover and act on, the better you’ll become at presenting survey results.

Customer Experience Trumps Everything

As a competitive business, you have to find ways to gain an edge over other companies in your industry. This is how you carve out a sizable chunk of the market share and acquire more customers than these competitors.

In the past, there were two qualities that provided a significant competitive edge: price and quality. If you could offer cheaper or higher quality products, it was easy to win new customers.

While these qualities are still valuable, they are outshined by another component: the customer experience.

In the Digital Age, customers have more options than ever before because they aren’t restricted by what’s available in their immediate area. You aren’t limited to the furniture store in your town; you can shop online and engage with thousands of companies selling and shipping furniture.

As a result, there will always be a business with lower prices or higher quality products. Today’s customers are more concerned with the experience of shopping with your company.

Your customer experience encompasses everything your business does for its customers beyond selling them products or services. This includes loyalty programs, social media marketing campaigns, discount offers, partnerships and more.

In many ways, the net promoter score scale gives you a quick but accurate assessment of how good your customer experiences are. Great experiences lead to positive buzz and more promoters, while poor interactions create the opposite.

If you are struggling with overwhelming negative sentiments, it’s likely an excellent time to address your customer experiences and how to improve them.

Acquiring New Customers Is Expensive

NPS is far more than a way to measure your customer experience or compare promoters versus detractors.

The real value of NPS survey data is improving your bottom line by improving your customers’ loyalty.

Did you know that acquiring new customers is 5X more expensive than keeping an existing one?

Maintaining a high NPS ensures that your customers remain loyal and positive about your business and products. This better guarantees that they continue doing business with you, rather than defecting to a competitor.

In turn, this increases the lifetime value of each customer you acquire. This value measures what a single individual spends with your business in their lifetime, not just in a single transaction or during a limited period.

Maximizing your average customer lifetime value enables you to increase spending by existing customers, thereby raising your bottom line without attracting any new business.

This doesn’t mean you don’t still generate new customers, but maximizing lifetime value also means the customers you do have spent more and stay loyal for longer.

More value means a higher return on investment for each new or old customer you have. That’s the financial power of improving your NPS score.

Customers Are Your Best Marketing Promoters

While empowering your existing customers to spend more and stay loyal longer is less expensive than acquiring new customers, attracting fresh audiences is still essential and holds tremendous value.

Plus, you improve the importance of any customer thanks to increasing their lifetime value.

Even in the Digital age, one of your most powerful marketing tools is word-of-mouth —customers spreading positive information and enthusiasm for your products, services and brands.

People trust their friends and colleagues far more than a business trying to sell itself. Thus, one of your most valuable and vital marketing tools is your existing customers, mainly your loyal promoters.

Your NPS promoters are the customers that most likely and most often produce word-of-mouth business for your company. They’ll encourage new people to choose your products over competitors’.

Then, it’s your job to turn these new, neutral customers into more promoters of your business.

Through continuously improving your NPS, your word-of-mouth grows exponentially. Existing customers become promoters, encouraging their friends and colleagues to shop with your business.

With the right encouragement, these new customers also become promoters and the cycle repeats.

ChartExpo’s CSAT Survey Chart for NPS data allows you to constantly monitor how many promoters versus detractors you have and find ways to improve your customer satisfaction CSAT scores.

Using this tool, you can facilitate faster word-of-mouth business and grow your customer base.

Detractors Can Be Dangerous

It’s good to look at the positives of increasing your brand promoters (higher customer lifetime value, improved customer experience, better word-of-mouth business, etc.), but don’t forget the other side of the coin — your detractors.

These individuals have a negative perception of your company, meaning they have a high chance of diminishing your business and reputation by spreading negative press and bad sentiments.

Whereas your promoters will go out of their way to recommend your business and its products, detractors will do the exact opposite. They will make an effort to dissuade friends and colleagues from shopping with your business.

That’s not the type of word-of-mouth you want for your company!

Letting detractors go unchecked can do more than cause you to miss out on a few customers that received lousy intelligence from friends that had a bad experience with your business.

The root of a detractor’s issue may hint at a more substantial problem.

For instance, a customer may respond low to an NPS survey because they received a defective product. If you ignore their low NPS score, you’ll miss a potential problem with your products.

This leads to more customers turning away from your company because of the same product issue. The longer it takes you to identify the problem, the more challenging it is to fix.

You have to pay as much attention to your detractors as you do to your promoters, if not more.

A Proactive Method to Managing Customer Feedback

The value of CSAT surveys and NPS data is clear. The trick is accessing this value as efficiently as possible.

This is where charts and visualizations shine because they help you discover vital insights in less time and with fewer struggles.

The ease of visual analysis removes many of the tedium and challenges of survey results analysis, allowing you to be proactive in processing and managing customer feedback, whether customer satisfaction scores or NPS.

Speed and efficiency are two crucial traits when responding to your audience and improving your customer experience.

If you aren’t actively listening to feedback and making appropriate changes, you risk running into several problems:

• Your customers will start to feel that their voices and opinions don’t matter and aren’t being listened to.
• You’ll miss potential problems with your customer satisfaction scores that could signal significant issues in your business, like product defects, ineffective strategies and more.
• You won’t know when major shifts in audience sentiment occur, leaving you to assume that your business is performing normally when it may not be.
• You’ll fail to actively build your word-of-mouth marketing by turning more customers into promoters for your business.

To stay on top of your NPS data and survey scores, you need to routinely visualize the data, especially as you receive new feedback.

Remember, audience sentiment is never set in stone. Even if you have overwhelmingly high NPS ratings, a small problem in your customer experience can cause things to decline swiftly.

Visualizing survey data and NPS results is the best way to proactively monitor your customer satisfaction scores and make timely improvements to your customer experiences and other efforts.

Prevent Risks, Capture Opportunities

Ultimately, your promoters and detractors represent opportunities and risks to your business.

A customer with a low NPS score signals a potential problem with your customer experiences. Meanwhile, brand promoters and neutral customers are valuable opportunities that can lead to improving your business.

When you act on an opportunity, you have the chance to improve your results and build your business. Resolving a risk, on the other hand, doesn’t always directly improve your results. However, it will prevent you from losing performance.

One of the advantages of visualizing survey results is discovering these opportunities and risks with enough time and clarity to take action.

The value of any opportunity and the risk-level of any issue is heavily influenced by time. If you take too long to resolve a problem, it tends to grow into a larger crisis.

Similarly, opportunities tend to be fleeting. If you wait too long, you’ll miss the newest trends. By the time you take action, the value of the opportunity may have diminished.

NPS examples of data visualizations make engaging with your survey data easier. It shows your promoters and detractors in the most straightforward way possible, meaning you’ll recognize these opportunities and risks in their earliest stages.

Maximize the Value of Your Surveys

Survey creation requires careful planning, time and multiple other resources to perform. Plus, you have to consider the time and effort it takes to get your feedback forms in the hands of customers and encourage them to participate in recording their NPS.

After all this hard work, you want to be absolutely sure you maximize the returns of your NPS surveys. Otherwise, you may be exerting a lot of effort for very little value.

NPS tools and charts display your scores in the most effective way for understanding the sentiments behind the feedback numbers.

Thanks to the speed and effectiveness of visual analysis, you’ll extract the highest level of actionable intelligence from your NPS surveys.

This intel and insight will help you improve your customer-facing strategies and turn more audiences into active promoters.

The ease of using NPS and charts to measure customer satisfaction allows you to effortlessly analyze survey data at all times, even as you continue gathering responses.

When attitudes change unexpectedly or potential risks and opportunities arise, you’ll have the data insights to act swiftly and maximize the value from each event.

Customers may even feel more compelled to participate in future surveys because they’ll feel their opinions and NPS results are meaningful and lead to resolution.

A Better Way to Communicate Information

Survey insights are helpful to many departments in your business. Sales, marketing, product development and so many other teams benefit from knowing how many customers support your efforts or not.

NPS data can also provide clues to explain why a customer responded positively, negatively or neutral to a survey. This information allows these teams to improve their strategies and the business as a whole.

One of the problems with utilizing survey feedback and NPS data is having the ability to convey audience insights to others. Not only will you want to share NPS results with other teams in your organization, but you may also run into instances where you want to share feedback with clients or your customers directly.

In fact, sharing survey results with customers can express a solid commitment to repairing negative relationships and give participants the sense that you’re listening to their feedback.

ChartExpo’s CSAT Survey Chart provides one of the best visualization tools for communicating your NPS data.

The chart depicts a complete rundown of your NPS results, including overall customer promoter scores, the distribution of results along the NPS scale and more.

This high level of visual data storytelling means that anyone looking at your ChartExpo CSAT Survey Chart will understand the information and insights, without ever having to look at a spreadsheet or the raw numbers.

Only 3 Steps to Transform Survey Data into Charts

ChartExpo is easily the most convenient and effective method of charting CSAT scores and is a phenomenal NPS survey tool. No matter what chart type you’re making, the ChartExpo system turns spreadsheets and raw data into beautiful, insightful visualizations in just 3 steps.

The first step is to choose from ChartExpo’s different chart and graph types available. As we’ll discuss more thoroughly in the next section, ChartExpo offers a library of unique charting options for users to choose from.

To find the CSAT Survey Chart, you have 2 options.

1. Use the search bar to look up the CSAT Survey Chart directly.
2. Scroll through the available chart options until you find this NPS visualization.

After you find the CSAT Survey Chart, select it as your desired chart type. This will open a new menu where you choose the data you want to use in your NPS survey graph.

This part of the process changes slightly depending on whether you’re using the ChartExpo tool in Google Sheets, Microsoft Excel or another environment.

Luckily, NPS data is relatively simple, making it easy to work with and select for your CSAT chart. You can either click and drag in your spreadsheet to choose the data you want to use or input the cells you want to use for each chart component.

Once you’re satisfied with the data you’ve selected for your NPS chart, the third step is to simply click the “Create Chart” option.

Instantly, your new NPS chart will appear next to your spreadsheet data. You can take this chart image and use it in survey reports, emails, survey results presentations and other formats.

A Complete Library of Chart and Graph Types

People say, “variety is the spice of life.” This mantra also applies to data visualization.

If you have a wide range of different chart types to choose from, you can access more insights than normal data users.

Each time you visualize the same data set using a different chart type, it’s equivalent to looking at the same problem from a new perspective. You never know what each unique vantage point will show that you may have missed from other angles.

ChartExpo offers one of the most expansive libraries of visualization options. Not only are you receiving the CSAT Survey Chart and other survey charts, but you also have access to comparison graphs, PPC charts, performance visualizations and so much more.

Data is a highly coveted resource, but it is only valuable if you can turn it into action. To do this, you have to understand the story behind all of the numbers and figures in your spreadsheets.

If you don’t completely understand the data, converting the intel you’ve gathered into valuable action will be hard.

Charting is pivotal in analyzing data and converting raw numbers into actionable insights. Thanks to ChartExpo’s long list of different chart types, you always have the right visualizations to best tell your data stories.

If you can’t find the proper chart to suit your needs, contact us. The team behind ChartExpo is always looking to develop new chart types to help users handle the ever-changing demands of their data.

A Code-Free Charting Environment Saves Time and Money

ChartExpo is not the only charting add-on to use with Excel or Google Sheets. However, it is one of the few that offers an entirely codeless charting environment.

What does this mean? Most charting tools rely on scripts and coding to implement visualizations that don’t already exist in Google Sheets or Excel.

Using these tools requires some knowledge of writing and editing these codes, so you can take the NPS templates and input your own data into the formulas.

This eats up unnecessary time, especially if you don’t have someone on your team with a coding background. You may be entirely unable to use these tools until you acquire expertise in JavaScript and other software languages.

Even as an expert coder, utilizing these scripts is clunky and time-consuming. If you type the wrong thing or accidentally input incorrect data, it may disrupt your entire chart. You have to scan the script line-by-line until you find the error.

ChartExpo does all of this tedious coding in the background, so you never have to look at any scripts. This also prevents pesky errors from sidelining your chart creation.

Again, the ChartExpo system works off of 3 easy steps, allowing you to create survey charts and other options in just a minute or two.

Code-dependent NPS software tools can’t compete with that speed and efficiency! You’ll save yourself tons of time and money when using ChartExpo!

Become a Data-Driven Organization with Easier Charting

In the Digital Age, data is a can't-miss resource. It holds valuable intel on how to improve your strategies and grow your business, no matter the industry, size or type of company you operate.

The importance of data has created several new terms and buzzwords, one of which being “data culture.”

Your data culture dictates how you collect, use, share and review data within your organization. A highly data-driven company that utilizes performance metrics to make more accurate decisions will have a stronger data culture than a group that only sometimes uses data in day-to-day activities.

That said, data culture is more than just how much you utilize your data. It also involves how effective your organization is at sharing and communicating data and findings.

Even a highly data-driven team could have a poor data culture because individual teams aren’t communicating findings with the rest of the organization. This leads to a lot of redundant analysis.

For example, both your sales and product development teams are curious about NPS scores and whether or not customers would recommend products. They each visualize the survey data to better understand audience perceptions, not realizing that the other team has already discovered these insights.

This is why it is imperative that teams don’t operate in silos, but share data discoveries with other departments in your company. One team’s findings may also be valuable to other groups.

Charts and visual data stories are the perfect tools to enhance your reports and allow you to freely share and communicate insights across your teams and beyond. This leads to a data-driven organization with a rock-solid culture centered on applying data to the decision-making process.