KPIs
KPIs (Key Performance Indicators) are the headline numbers that tell you how your customer experience is performing. Davies CXsmart calculates the three industry-standard customer metrics for you — NPS, CSAT, and CES — and shows them per survey and per agent on the KPI page.
This page explains what each metric means in plain terms. For how the numbers break down by agent, see Agent performance; to build your own KPIs from a template, see Configuring KPIs.
NPS — Net Promoter Score
NPS measures loyalty by asking the classic question: "How likely are you to recommend us?" on a 0–10 scale. Respondents fall into three groups:
| Group | Score given | Meaning |
|---|---|---|
| Promoters | 9–10 | Loyal enthusiasts who will recommend you |
| Passives | 7–8 | Satisfied but unenthusiastic |
| Detractors | 0–6 | Unhappy customers who may put others off |
The score is the percentage of Promoters minus the percentage of Detractors. It ranges from −100 (everyone a detractor) to +100 (everyone a promoter). Passives are counted in the total but do not add to the score.
NPS is a balance, not an average. Two surveys can share the same average rating but have very different NPS if one has more people at the extremes.
CSAT — Customer Satisfaction
CSAT measures how satisfied customers are with a specific interaction or product, usually from a rating question (for example, "How satisfied were you?"). It is expressed as an average satisfaction figure — the higher the better. CSAT is great for tracking a single touchpoint, such as a support call or a delivery.
CES — Customer Effort Score
CES measures how much effort a customer had to put in to get what they needed — for example, "How easy was it to resolve your issue?". Lower effort generally means a smoother experience and higher loyalty. Like CSAT, it is shown as an average.
Which metric should I watch?
| If you want to understand… | Look at |
|---|---|
| Overall loyalty and word-of-mouth | NPS |
| Satisfaction with a specific interaction | CSAT |
| How easy you are to deal with | CES |
Most teams track all three side by side. On the KPI page they appear together for the selected survey and for each agent.
A note on anonymity
KPIs are suppressed where there are too few responses to report safely, shown as a dash
(—). This keeps individual respondents anonymous. The figures appear once enough
responses have been collected.