Complete NPS & Customer Satisfaction Scoring

CustomerEcho's scoring system goes beyond basic surveys. Our integrated NPS and satisfaction scoring automatically collects metrics at optimal moments, achieving 95% completion rates. Track NPS, CSAT, CES, and custom scores in real-time, benchmark against industry standards, and receive AI-powered predictions about future trends. With automated calculation, smart timing, and comprehensive reporting, you'll always know exactly how customers feel and what drives their satisfaction.

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Advanced Scoring & Benchmarking Platform

From collection to analysis—complete satisfaction measurement

Built-in NPS Surveys

Seamlessly integrated Net Promoter Score surveys that achieve 95% completion rates. Smart timing ensures surveys appear at optimal moments in the customer journey, maximizing response quality and quantity without survey fatigue.

  • 95% completion rate with embedded survey design
  • Smart timing based on customer journey stage
  • Visual scale clearly shows detractors, passives, and promoters
  • Optional follow-up questions for deeper insights
NPS Survey 95% completion rate

How likely are you to recommend our service to a friend or colleague?

Not at all likely Extremely likely
Smart timing based on customer journey
Live NPS Score
72 +5
60% Promoters 25% Passives 15% Detractors

Real-Time Score Tracking

Monitor NPS, CSAT, and custom satisfaction scores as they update in real-time. Live dashboards show current scores, trends, and distribution, enabling immediate response to satisfaction changes.

  • Live score updates as feedback arrives
  • Visual trend charts show score evolution
  • Segment scores by location, product, or team
  • Custom metric creation for industry-specific needs

Live Satisfaction Scores

NPS
9 Promoter
CSAT
87% Above Avg
Custom
92% Excellent

Satisfaction Trends

+12%
This Month
+34%
3 Months

Industry Benchmarks

Your Score
87% Above Avg
Industry Avg
72% Standard
Above Average
+15pts Excellent

Predictive Insights

Next Month ↗ 89%
+2% predicted growth
Risk Areas 3 Segments
Location: Downtown needs attention
Interactive Drill-down

Automated Score Calculation

All satisfaction metrics calculated automatically using industry-standard formulas. NPS promoter-detractor calculations, CSAT percentages, and CES scoring happen instantly without manual work or spreadsheets.

  • Automatic NPS calculation (Promoters - Detractors)
  • CSAT percentage scoring with customizable scales
  • Customer Effort Score (CES) tracking
  • Custom scoring formulas for unique metrics

Daily Report

September 06, 2025 Saturday
Main Building

Executive Summary

The day is going not as good as expected. 4 complaints were received with the majority complaining about service quality.

Key Recommendations

  • Immediate action by contacting customers that complained about the service quality.
  • Consider offering a discount to customers that complained about the service quality.
  • Recover the customers that complained about the service quality by offering a refund.
50
Total Messages
-100
Needs Improvement
NPS Score
0
CSAT Score
out of 5.0
100%
Positive

Sentiment Analysis

Customer sentiment breakdown

Positive 50
Negative 0
Neutral 0

Feedback Categories

Types of feedback received

Praise
100
200%

NPS Score Breakdown

Promoters, passives, and detractors

-100
Overall NPS
Needs Improvement
Promoters 0
Passives 0
Detractors 50

Customer Cases

Support cases for this period

Open Cases 50
Closed Cases 0
Total Cases 50

Report generated on September 06, 2025 at 10:00 AM

Main Building - Customer Experience Report

Industry Benchmarking

Compare your scores against industry standards and competitors. See exactly where you stand with contextual benchmarks that show whether your NPS of 45 is excellent or needs improvement for your industry.

  • Industry-specific benchmark data
  • Percentile ranking within your sector
  • Gap analysis shows improvement opportunities
  • Quarterly benchmark updates keep comparisons current

Live Satisfaction Scores

NPS
9 Promoter
CSAT
87% Above Avg
Custom
92% Excellent

Satisfaction Trends

+12%
This Month
+34%
3 Months

Industry Benchmarks

Your Score
87% Above Avg
Industry Avg
72% Standard
Above Average
+15pts Excellent

Predictive Insights

Next Month ↗ 89%
+2% predicted growth
Risk Areas 3 Segments
Location: Downtown needs attention
Interactive Drill-down

Predictive Score Analytics

AI analyzes historical patterns to forecast future NPS and satisfaction trends. Get early warnings about declining scores and understand what factors drive satisfaction changes before they impact your business.

  • AI forecasts NPS trends 30-90 days ahead
  • Early warning system for score declines
  • Driver analysis identifies what impacts scores
  • What-if scenarios for planning improvements
📊

Trend Intelligence Dashboard

AI-powered pattern detection and insights

Last 14 days
😊 Positive Feedback
+15% ↗️
Significant improvement
⚠️ Response Time
2.4h ↘️
Above target (2h)

Sentiment Trends Over Time

Positive
Negative
14 days ago Today

🚨 Emerging Issues

2 patterns detected
Service Quality Concerns Rising
+40% mentions in last 3 days
Critical
Staff Training Feedback
+25% mentions steady increase
Monitor
🤖
AI Insight: Customer satisfaction improving overall, but service quality concerns require immediate attention to prevent satisfaction decline.

Automated Score Reporting

Comprehensive NPS and satisfaction reports delivered automatically. Daily, weekly, or monthly reports include score trends, segment analysis, and AI-generated insights ready for executive presentation.

  • Scheduled reports delivered to stakeholders
  • Executive dashboards with key metrics
  • Trend analysis with period comparisons
  • AI-generated insights and recommendations

Daily Report

September 06, 2025 Saturday
Main Building

Executive Summary

The day is going not as good as expected. 4 complaints were received with the majority complaining about service quality.

Key Recommendations

  • Immediate action by contacting customers that complained about the service quality.
  • Consider offering a discount to customers that complained about the service quality.
  • Recover the customers that complained about the service quality by offering a refund.
50
Total Messages
-100
Needs Improvement
NPS Score
0
CSAT Score
out of 5.0
100%
Positive

Sentiment Analysis

Customer sentiment breakdown

Positive 50
Negative 0
Neutral 0

Feedback Categories

Types of feedback received

Praise
100
200%

NPS Score Breakdown

Promoters, passives, and detractors

-100
Overall NPS
Needs Improvement
Promoters 0
Passives 0
Detractors 50

Customer Cases

Support cases for this period

Open Cases 50
Closed Cases 0
Total Cases 50

Report generated on September 06, 2025 at 10:00 AM

Main Building - Customer Experience Report

Systematic Scoring for Every Industry

Track and improve satisfaction scores across all customer touchpoints

  • Can track hotel guest satisfaction scores throughout their entire stay
  • Can monitor SaaS product NPS after each feature release
  • Can measure retail customer satisfaction by location and compare stores
  • Can track patient satisfaction scores for healthcare quality metrics
  • Can monitor restaurant NPS in real-time and respond to dips immediately
  • Can benchmark B2B client satisfaction quarterly against industry standards
  • Can track employee NPS (eNPS) for HR teams and culture monitoring
  • Can measure customer effort scores after support interactions

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