Customer satisfaction

Last updated:
November 26, 2023


You can use the Customer satisfaction page to track NPS scores, ratings, and other customer metrics.

The page includes four charts, plus an additional two commentary panels for your own observations.

Data required

To be able to show data on all charts in the page, you will need to import values for the following accounts, or enter them directly within Build data:

Note: The report codes for the accounts will be automatically assigned.

  • NPS Score - CUS.ENG.SAT
  • Promoters - CUS.ENG.SAT
  • Passives - CUS.ENG.SAT
  • Detractors - CUS.ENG.SAT
  • Training Sessions - CUS.ENG.EDU
  • Webinars - CUS.ENG.EDU
  • Certifications - CUS.ENG.EDU
  • Market Ratings - CUS.ENG.REV

Charts included


Overview:  Net Promoter Score (NPS) is a metric to measure customer satisfaction and clients loyalty to your product or brand. It helps to predict companies growth and customer relationship.

Formula: NPS Score (actual vs target)

Report codes: CUS.ENG.SAT

NPS categories

Overview: NPS categories are classified into one of the following types, Promoters, Passives or Detractors based on the customer score. This can help organisations to measure customers opinions and feedback.

Formula: Promoters, Passives, Detractors

Report codes: CUS.ENG.SAT

Customer education

Overview: Customer education programs play a key role in improving customer satisfaction. It can reduce support queries and increase customer learning experience.

Formula: Customer Education (includes Training Sessions, Webinars, Certifications)

Report codes: CUS.ENG.EDU

Market ratings

Overview: Ratings are used to evaluate the product or the services offered by the company. They are often presented on review or rating portals like Google, Trustpilot.

Formula: Market Ratings (actual vs target)

Report codes: CUS.ENG.REV

Customer adoption

Overview: Customer adoption refers to the rate at which a customer adopts a new product or feature. This can lead to increased customer satisfaction, as well as product and business growth.

Formula: Customer Adoption (actual vs target)

Report codes: CUS.ENG.ADO

Customer satisfaction commentary

This is an additional text panel where you can include your observations about the charts or data on the page. You can find details about how to work with text panels here.

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