Comprehensive NPS and satisfaction measurement that drives growth
Customer Echo makes NPS and satisfaction tracking effortless. Automatically calculate scores, track trends, understand drivers, and get AI-powered recommendations to improve. Turn satisfaction metrics into competitive advantage. Our scientifically-backed methodology goes beyond simple scoring to provide deep insights into what drives customer loyalty, enabling you to make targeted improvements that deliver measurable business impact.
Overall Net Promoter Score
VIP Customers
Premium tier users
Regular Customers
Standard tier users
New Customers
First 30 days
Go beyond the score to understand and improve
NPS and CSAT scores calculated in real-time from all feedback channels
AI identifies what specific factors drive scores up or down
See scores by customer segment, location, or any dimension
AI predicts future scores based on current actions and trends
Everything you need to measure, understand, and improve customer loyalty
Track NPS, CSAT, CES, and custom metrics. See how they correlate and impact business outcomes. Comprehensive metric suite includes Net Promoter Score, Customer Satisfaction Score, Customer Effort Score, and custom satisfaction metrics. Correlation analysis shows relationships between different metrics. Statistical significance testing ensures reliable insights. Predictive modeling forecasts future performance.
Measure satisfaction at every customer touchpoint. Identify where experience breaks down. Journey mapping shows satisfaction levels at each interaction point. Touchpoint performance comparison identifies strengths and weaknesses. Moment-based analysis captures satisfaction at critical decision points. Multi-channel tracking provides unified view across all touchpoints.
Follow satisfaction scores over customer lifetime. See how improvements impact long-term loyalty. Longitudinal analysis tracks satisfaction changes for customer cohorts over time. Lifecycle stage analysis shows how satisfaction evolves from onboarding to advocacy. Cohort comparison identifies which customer segments have highest satisfaction potential. Retention correlation analysis links satisfaction to customer lifetime value.
Compare your scores to industry standards. Set realistic goals based on peer performance. Industry benchmark database covers 25+ industries with quarterly updates. Competitive analysis tracks satisfaction trends in your market. Peer comparison shows your ranking within industry segments. Goal-setting recommendations based on industry leaders and improvement potential.
Understand why customers give specific scores. AI analyzes comments for common themes. Qualitative analysis identifies drivers behind satisfaction scores. Text mining reveals common phrases and themes in customer feedback. Sentiment analysis correlates emotional tone with numerical scores. Theme clustering groups similar feedback for pattern recognition.
Get AI-generated action plans to improve scores. Track initiative impact over time. AI-powered recommendations based on successful improvement strategies from similar businesses. Initiative tracking shows ROI of satisfaction improvement efforts. A/B testing framework validates improvement strategies. Progress monitoring tracks movement toward satisfaction goals. Impact measurement quantifies business results from satisfaction initiatives.
Real examples of NPS transformation
Track NPS by feature usage, identify that power users have 50-point higher scores, focus on activation
NPS improved from 32 to 58 in 6 months
Discover checkout experience drives detractor scores, implement express lanes and training
15% increase in promoters, 20% revenue growth
Find wait times correlate with satisfaction, implement new scheduling system
CSAT improved from 72% to 89%
Track NPS by room type and amenity usage, optimize upgrade strategies
45-point NPS improvement, higher ADR
Identify server performance impact on NPS, implement recognition program
NPS increased by 25 points, tips up 18%
Segment NPS by service channel, improve digital experience for younger customers
30% improvement in millennial NPS scores
Join 500+ businesses transforming feedback into growth with Customer Echo
Transform every customer interaction into actionable insights. Instant feedback collection, AI-powered analysis, and automated workflows—all in one platform.
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