CSAT Survey Bar Chart

Net Promoter Score Definition

Bain and Company, the global management consulting firm, first developed the Net Promoter Score in 2003. Net Promoter, NPS, NPS Prism and many other terms related to NPS are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.

However, Bain and Company’s Net Promoter Score has become a common term to describe customer satisfaction scores on a scale of 0 to 10. NPS has become a proprietary eponym like Kleenex, Xerox, Q-Tip and many others to describe customer satisfaction surveys focusing on brand promotion.

The simplest definition of net promoter score NPS is a metric to measure customer satisfaction by asking, “Would you recommend our business (or a specific product, service, brand, experience, etc.) to others?”

In this respect, NPS is not directly related to customer satisfaction and more aims to measure how many brand promoters you have versus the detractors.

Participants of a net promoter score survey respond to questions on a scale of 0 to 10. Low scores reflect individuals likely to detract from your business and offerings through negative sentiments, while scores in the highest range demonstrate optimistic brand promoters.

The net promoter system also accounts for survey responses in the middle, neutral ground. These in-between parties represent audiences near becoming promoters, but not completely satisfied.

It’s also worth mentioning that you can also visualize survey data from employee net promoter score results. This helps companies evaluate the happiness of their employees and retention levels.

The following section will delve deeper into how to calculate net promoter score results.

How to Calculate NPS / How to Calculate CSAT

Calculating net promoter score is exceedingly simple, which is a big reason why it is such a popular method to measure customer satisfaction and promotion. CSAT scores are also easy to calculate.

These survey tools implement easy numerical scales to quantify audience emotions. The net promoter scale uses a 0-10 rating, while CSAT calculation in many cases works on a scale of 1 to 10.

How is a net promoter score calculated? Once you have your survey results, you simply take the percentage of detractors and subtract it from the percentage of promoters.

For instance, let’s say your survey report shows a breakdown of 22% detractors, 33% neutral responses and 45% promoters. Your net promoter score formula would be 45 - 22 = 23. So, your final NPS score would be +23.

For accurate net promoter score calculation, you need to understand the NPS score range for each category.

• Scores 0-6 are detractors.
• Scores 7-8 are passive or neutral customers.
• Scores 9-10 are promoters.

Another type of CSAT calculation uses the following formula:

CSAT Customer Satisfaction = Satisfied Customers ÷ Total Customers Surveyed

If your customer satisfaction survey polled 86 people and 55 responded positively, your CSAT calculation would be 55/86 for a final score of ~0.64. You can multiply this result by 100 to turn it into a percentage — 64%.

What Is a Good NPS Score and What Is a Good CSAT Score?

The best NPS net promoter score survey result would be a +100, meaning all of your customers scored a 9 or 10 on your NPS survey example question.

A perfect score is highly unlikely, so a better question to ask is what is a good net promoter score?

The answer to this question depends on several factors:

• Industry: Customer satisfaction and recommendation will vary by industry. Some companies will struggle to obtain a high or even just a good NPS score simply due to the nature of their business. Some websites have benchmarks for NPS score by industry.
• Company size: A smaller company will have an easier time securing a good net promoter score because they tend to have fewer customers to serve. On the other hand, a massive corporation may struggle to reach such a high NPS score because it’s impossible to meet thousands of customer needs at once.
• Personal benchmarks: You could argue that any positive net promoter score is good. As you continue to analyze survey results, you’ll better understand what’s a low, average and high customer satisfaction rating for your business.

All that aside, most businesses will find that a net promoter score range between +20 to +30 is an attainable and acceptable level to reach.

What is a good CSAT score? Again, it will depend on the above factors and your ability to consistently investigate your CSAT metric to understand what scores are good or bad.

Once you have your CSAT or net promoter score benchmarks, you can continue to improve upon them.

CSAT vs. NPS

In many cases, people use CSAT and NPS terms interchangeably and refer to net promoter as a customer satisfaction score, but this isn’t entirely accurate.

The difference between CSAT vs. NPS comes down to two things.

1. Customer satisfaction vs promotion/recommendation
2. Short vs long-term sentiments

As their names suggest, NPS focuses primarily on promotion and recommendation and CSAT measures customer satisfaction.

Typically, you’ll find it’s easier to improve CSAT metrics than NPS because it takes less effort to satisfy a customer than to turn them into a promoter. Many customers may be happy and satisfied, but not at the level that they’ll actively recommend your business to others.

You could have relatively low NPS ratings but high CSAT scores. However, building high or good CSAT scores is a prerequisite for increasing your results from net promoter score surveys. Customers have to be consistently satisfied to evolve into business promoters.

NPS is also better at evaluating long-term customer sentiment. Not only does it take longer to establish a high NPS score, but promoters and detractors are also harder to change.

A hyper-loyal promoter won’t become discouraged from one bad experience. Similarly, repairing relationships with detractors won’t happen overnight.

Essentially, CSAT and NPS are closely related and both have value. You should be assessing customer satisfaction and your promotion and recommendation efforts continuously. This will allow you to transform your satisfied customers into word-of-mouth marketing and promotion.

Follow NPS Survey Best Practices for Your Questionnaires

A good NPS score starts with an excellent net promoter survey. If you don’t adhere to survey best practices in how you structure each question and develop your feedback requests, the data you receive won’t be as actionable or valuable.

Remember, the CSAT Survey Bar Chart takes data from several net promoter score question examples and compiles the information into a single survey data visualization. These questions may span over multiple net promoter surveys.

You should have a clear idea of which questions you’ll include in your NPS bar chart and how you’ll gather the data for each query. Ideally, each question will be distinct to avoid asking the same things twice.

This plan should also include your overall goal for your NPS bar survey charts. What insights or lessons do you want to learn from the data? The answer to this question will help you craft feedback forms that support your objectives.

For example, let’s say you already know you have an amazing product. Yet, you want to find out how the audience feels about everything surrounding that product (packaging, payment options, return policy, etc.). Every net promoter score question you create should serve this goal.

It’s also an excellent strategy to include other questions in your net promoter score surveys that help add further context to the information audiences provide. While these survey items may not fit the NPS score scale, they’ll help qualify your “on a scale of 1 to 10” type questions.

Here are some NPS question examples that fit this type of survey strategy:

• How likely are you to recommend our business to others on a scale of 0-10?
• How likely are you to recommend our [product or service] to others on a scale of 0-10?
• Are there any specific reasons behind your scores for the questions above?
• What can we do to improve the experiences we provide to you?
• Which product(s) or service(s) do you like and recommend the most?

There are two questions that use the net promoter score scale. The rest of the survey items add context and details to the individual’s potential recommendations.

Visualize Survey Results with ChartExpo’s CSAT Survey Bar Chart

Survey data analysis isn’t easy, especially as your audience feedback grows and you ask more customer satisfaction survey questions.

There quickly comes a time when you can no longer analyze survey data manually because there’s too much data. This is where the CSAT Survey Bar Chart becomes a valuable asset.

Visual analysis of survey data is more efficient, allowing you to understand the information more quickly. The human brain also retains visual depictions better and can easily recall the information.

This is where we get the expression ‘a picture is worth a thousand words.’ One survey graph can deliver thousands of rows of data and allow viewers to understand the details almost instantly.

With ChartExpo’s CSAT Survey Bar Chart, you can visualize several NPS questions at once, giving you access to even more insights than a typical NPS chart that only displays results from a single net promoter question.

This style of bar chart will present survey results as individual bars for each NPS question you ask. It uses two axes to show the total number of responses for each question and the net promoter score of every item.

By including data from several NPS questions in one chart, you can identify where promotion is strong or weak. These insights allow you to assess overall customer sentiment, while also discovering areas that need more improvement.

Analyze Your NPS Score Bar Chart Results

The CSAT Survey Bar Chart’s ability to include so much data in one visualization saves you tremendous time and headaches in the analysis.

To help you get the most value from your survey results analysis, let’s look at each component and some tips on how to engage with your CSAT Survey Bar Chart.

Total survey responses for each item: One of the CSAT Survey Bar Chart axes tracks how many responses each NPS customer question received. There are two things to pay attention to here.

First, if there are few survey responses for one of your CSAT surveys, the data may not be very accurate. You want a high number of responses to guarantee accuracy.

This chart component also allows you to evaluate which customer satisfaction surveys are most popular or which feedback items customers are most interested in answering.

Net promoter score results: Each item in your CSAT Survey Bar Chart shows its net promoter score. The position and color of this chart element express the value and whether it is negative or positive. A red score shows you have more detractors than promoters for this particular item, while green means you have more supporters.

This is the real value of the NPS bar chart. It allows you to compare results from several net promoter score questions. You can quickly determine which items are helping you build recommendations for your business and the things that are turning customers away.

These insights direct your attention to valuable opportunities and troubling risks in your survey research. By investigating these survey report examples further, you’ll be able to minimize your detractors and maximize your promoters.

Act on Your Survey Data Insights

The goal of data analysis of survey responses is to find valuable steps you can take to improve your business. In other words, listening to audience feedback is only beneficial if it leads to positive action and better decision-making.

You also don’t want to waste the time and effort spent on survey creation because you failed to turn your audience feedback into action. After all, creating surveys and encouraging customers to take the time to participate isn’t easy.

So, what can you do to ensure that your survey reporting leads to action? You need a plan. This plan will discuss how you’ll use the data and insights and how to present survey results to others.

More specifically, your plan should detail everything from what changes you’ll make to your strategies based on your audience insights, who will implement these changes and when.

It’s also wise to set a date for when you’ll review your audience feedback again to test if those adjustments made a positive improvement or not.

The process to create survey plans for your data takes some extra work, but it guarantees that you properly utilize the insights you discover and stop any potential risks to your customer satisfaction.

For instance, you may find that many parties are dissatisfied with a specific product you offer. This intelligence allows you to further investigate why this product is creating negative sentiment and potentially fix the problem, thereby improving future scores for this net promoter score example.

It’s about making the most of your data and improving how to analyze results from a survey.

Customer Experience Is THE Competitive Differentiator

Thanks to the Internet, customers have access to more businesses and options than ever before. This is great news for your company because you can reach a wider audience outside of your immediate area.

However, there is one caveat. With more options available to customers, you have more competitors to overcome.

This has changed what consumers find to be the most valuable business qualities. Things like quality and price of products were the most significant competitive differentiators in the past.

While these are still critically important qualities, customer experience has taken over the throne as the most vital part of your marketing.

Your customer experience encompasses everything you do for customers outside of the products/services you offer. This includes loyalty programs, engaging marketing campaigns, discounts and sales offers, partnerships with other brands and more. Almost any customer-facing strategy is a component of your customer experience.

Thus, you could argue that a customer experience survey acts as a tool to assess how successful your customer-facing strategies are from the audience’s perspective.

If you have low NPS scores, it’s a sign that your customer experience isn’t up to par with what the audience expects. You need to explore your data further to find ways to improve your customer experience.

The CSAT Survey Bar Chart shines in this respect because you can compile many net promoter score items to determine where your customer experience is excelling and failing.

Loyal Customers Are Your Best Marketing Tools

The Digital Age has given marketers a slew of new and effective channels to reach customers and promote their business. However, these strategies still fall short of the oldest marketing tool in the book: word of mouth.

Word of mouth marketing is where individuals, typically your customers, talk about your business and promote it to friends, colleagues, family members and others.

Word-of-mouth marketing is highly effective for many reasons.

● It’s a trusted source. People trust recommendations from friends and acquaintances more than strangers, especially when that stranger is a business. Recommendations from a trusted source will lead to more follow-ups.

● It’s free (mostly). While there are some costs associated with acquiring customers and creating experiences worthy of promotion, word-of-mouth marketing is essentially free and has no direct costs.

● It’s low effort. Most marketing campaigns and strategies require you to put in a lot of work. You have to develop campaigns, write clever copy, review your results, etc. Word of mouth marketing is in the hands of the customers, so there’s no effort required on your side.

● Word of mouth grows exponentially. One customer may recommend your business to three friends. If these individuals also enjoy your business, they may recommend you to their contacts. Suddenly, one customer turns into three, which turns into many more.

The CSAT Survey Bar Chart allows you to maximize your promoters and word-of-mouth marketing by detecting areas of high and low promotion.

By fixing problematic areas that hurt your recommendations, you’ll encourage more promotions from customers and grow your business through word of mouth at a rapid, exponential rate.

Unhappy Customers Present Significant Risks to Your Business

Word of mouth marketing showcases the positive side of improving your net promoter score results. There is also a significant harmful component of neglecting poor responses to your customer satisfaction examples.

Poor responses to a net promoter score survey represent a detractor of your business. These individuals will spread negative sentiments about your business, essentially acting the opposite of how a promoter might.

A truly unhappy customer will go out of their way to actively dissuade others from interacting with your business. Thus, these individuals present a significant risk to your company and your ability to attract new customers.

The problem with detractors is actually deeper than allowing the spread of damaging intel about your business. The reason behind an individual’s dissatisfaction could be a much more troubling problem for your business.

For example, a customer has become a detractor because they received a defective product. That defect may have even been dangerous, giving them ample reason to be upset.

If you don’t get to this root problem, you may miss it entirely. It won’t take long for a minor and easy-to-fix issue to evolve into a crisis.

This upset customer with a defective product may be the first sign of a production error. If you don’t catch this problem in its early stages, more defective goods will hit store shelves and disenchant more customers.

Again, ChartExpo’s CSAT bar chart visualization is a powerful NPS survey tool because it allows you to detect when you’re losing positive sentiment quickly and for which items/questions.

These insights enable you to mitigate potential crises and win back disgruntled customers.

Raise Your Customer Lifetime Values to New Heights

Your customer lifetime value represents how much money each person spends in their lifetime with your company. It’s not based on a single transaction or a yearly amount but on how much you can expect each customer to be worth in the totality of their life.

If you can consistently keep customers on the positive side of the net promoter score scale, you will maximize the lifetime value of each person that shops with your business.

It’s a matter of keeping these individuals as loyal customers for as long as possible, while retargeting them with new sales, products, etc. If customers are happy, they won’t have the urge to do business with a competitor.

One of the early lessons business owners learn is that acquiring a new customer costs way more than keeping (and retargeting) an existing one. In fact, a new customer is 5X more expensive than maintaining relationships with current clients.

Thus, NPS surveys can positively impact your bottom line by protecting against losing existing customers and helping you acquire new ones at a low cost through word of mouth.

As long as you can actively monitor your CSAT Survey Bar Chart and use the insights to make improvements, every customer you have, new or old, will spend more with your business.

That’s a powerful benefit for any business!

Continuously Track and Improve Your Customer Experience

Audiences are fickle and change their minds often, so you need to always monitor their feedback. You may have 100% satisfied customers one day, but then attitudes change and, suddenly, only a quarter of your audience is still pleased.

The CSAT Survey Bar Chart makes it easy to proactively monitor and track changes to your net promoter score results. Including all of your NPS survey results in one visualization gives you the overhead view you need to detect shifts in customer attitudes.

Plus, being proactive with your survey data analysis ensures that you detect these shifts early on, giving you the chance to maximize the value of your opportunities and mitigate possible damage from risks and crises.

This agility and efficiency when approaching audience insights are vital. You’ll need both to properly improve your customer experience.

By staying ahead of your NPS scores and responding to changes promptly, you’ll experience several positive advantages for your business.

• Customers will feel that their voices and opinions are heard and matter, giving them a sense of purpose and belonging as a member of your audience.
• You’ll actively turn customers into promoters and grow your word-of-mouth business.
• You won’t miss any significant problems facing your customer experience because you’re constantly monitoring your survey data.
• You’ll avoid falling into the false belief that your business is doing fine when audience feedback paints an entirely different reality.

Essentially, the ChartExpo NPS CSAT bar chart gives you the tools you need to achieve all of the above items by proactively monitoring your customer experience and audience sentiments.

Present More NPS Survey Results than Other Charting Options

ChartExpo’s CSAT Survey Bar Chart is not the only data visualization option when charting your survey results. However, it is one of the only survey bar charts that displays results from multiple Google survey forms (or another type of customer satisfaction survey template) in one visualization.

Typical examples of data visualizations for surveys, like the CSAT Score Survey Chart, only depicts data from a single question or statement. ChartExpo’s customer satisfaction CSAT bar chart shows data from several NPS items.

The advantage of this feature is the ability to analyze all of your survey data in one place. This physically packs more information and possible insights into one visualization and makes it easier to compare results from various NPS questionnaires in one place.

There’s a direct time-saving element here. When you can do more with one chart, you spend less time flipping between different charts or pages, meaning you reach those critical insights even sooner and begin making improvements immediately.

This also helps you make a better survey results report to share with stakeholders, clients or even customers. The CSAT Survey Bar Chart effortlessly summarizes the entirety of your net promoter score survey results, meaning it is one of the best methods of presenting survey results to others.

Get Even More Value from Your Surveys

Visual analysis allows you to maximize the value and insight pulled from your survey data. When you chart your survey data, you get a more complete understanding of the information than if you only looked at the raw numbers in your spreadsheet.

Simply put, if you want to maximize the value of your surveys, you need to chart your results. The CSAT Survey Bar Chart by ChartExpo is one of the best visualization tools for depicting and understanding your survey results.

After all, it takes a lot of time and resources to plan, develop and disseminate your surveys. You want to protect this investment by making full use of the information you gather.

Otherwise, you may feel that you’re exerting all of this effort to conduct your surveys and entice customers to participate, while not getting much in return.

Any time your audience sentiments shift or trend unexpectedly, your survey data visualization will capture the change and give you the ability to act swiftly to correct or capitalize on the latest intel.

As you make these adjustments and respond to the latest audience insights, you may even encourage more customers to participate in future surveys.

People will be more inclined to respond to your surveys because they know that their input matters and will positively impact your business.

These are just some of the ways that the CSAT Survey Bar Chart creates added value from your surveys.

The Best Way to Communicate and Report Survey Results

Survey data is a valuable source of insight for many areas of your business. Marketing, product development, public relations and many other departments and teams throughout your organization require audience feedback to guide their strategies.

Thus, you need effective and thorough NPS tools that encapsulate these critical audience insights. This will help these teams access and utilize audience feedback through visualizing survey data.

Again, ChartExpo’s CSAT Survey Bar Chart shines because of its ability to compile results from many survey questions into one visualization. It’s one of the most complete survey results presentation tools.

Utilizing the CSAT Survey Bar Chart in your survey reports creates a complete deliverable that you can give to each of your teams or departments.

While not every team will find every item useful, they will be able to find the survey questions most relevant to their strategies and use that data accordingly.

Having such an effective tool for communicating and presenting survey results is truly invaluable, especially for becoming a data-driven organization.

It allows you to put insights into the hands of more people in your business. The people with the power and means to make the proper changes will have the data to do so.

A Massive Library of Chart and Graph Types for all Data Users

While the CSAT Survey Bar Chart is a powerful visualization tool, it’s only one of the many chart and graph types included with ChartExpo.

ChartExpo offers a robust menu of different chart types, including multiple categories. There are charts for marketing analysis, comparison analysis, survey data, customer journey and so much more.

With so many charting options to choose from, you always have the proper visualization to meet your data analysis needs. When you match your data with the perfect visualization, deep insights rise straight to the surface, making your data highly accessible and actionable.

While data is a valuable resource, you can only access that value by converting the raw information into actionable insights. ChartExpo’s wide range of chart and graph types makes this process more efficient and less stressful.

You can mix and match different chart types until you find that perfect fit for your data. This process permits you to view the same data through various visualizations — sort of like looking at a problem from different perspectives.

Each new chart type you use may open the door to previously undiscovered insights. So, having a data visualization tool like ChartExpo, with more options than many other similar chart creators, is a significant advantage.

Create Charts in Minutes with ChartExpo’s 3-Step System

Aside from simply bringing more charting options to the table, ChartExpo shines in another essential area. It is arguably the easiest chart creator available.

The team behind ChartExpo’s success understands that data analysis is time-consuming and tedious. There’s no reason to add to this stress with a complicated charting tool.

So, ChartExpo simplifies the process as much as possible, requiring just 3 easy steps to turn raw data into impressive visualizations.

Step 1: Choose your chart type. Since ChartExpo offers such a wide range of visualization options, your first objective is to choose which one you want to use for your data. You can always change this option later to visualize the same data with a different chart type.

Step 2: Select your data. Next, you need to tell the data visualization software what data you want to use. You can click and drag to select the parts of your spreadsheet you wish to use. Alternatively, you can input the cell coordinates directly into the chart maker.

Step 3: Create your chart. This is the easiest part of the entire process! Once you’re satisfied with your data selections, click the “Create Chart” to finalize your visualization.

Don’t let this simplicity fool you. ChartExpo creates professional-grade, advanced charts that match the quality of any other chart creator.

A Scriptless Chart Creator Saves You Time and Headaches

Whereas many other tools allow you to create bar charts in Excel and Google Sheets, these advanced visualizations require working with confusing scripts.

If you don’t have coding expertise, you may face significant challenges working with these data visualization tools. If your team doesn’t have someone with this skill set, you may have to hire outside help.

Even with a coding wizard on your team, working with these scripts creates some challenges.

Errors are hard to detect. If you mistype or input the wrong data into your code, you may not be able to find the error without scanning your code line-by-line.

Scripts take time. No matter your skill level, coding takes time. Even when working with prepared script templates, you still have to input your data and labels manually.

Coding limits who can create charts. Many members of your team benefit from making charts, but not everyone has coding skills. This prevents some individuals from creating their own bar charts and other examples of data visualization.

ChartExpo does all of the coding for you in the background. You never even have to look at a script to create advanced charts and graphs!

Not only does this help you avoid the problems mentioned above, but it also makes charting way more accessible. Anyone in your business can interact with data and create charts in minutes using ChartExpo’s 3-step process.

Finally, there is a chart creator that anyone can utilize, regardless of their coding experience or data background!

Become a Data-Driven Organization with Better Charts and Reports

Becoming a data-driven organization requires an internal culture that uses this information frequently and effectively.

Your data culture dictates how your organization collects, shares and utilizes data, both internally and externally.

In this respect, a data-driven business doesn’t necessarily have a strong data culture. For example, a company may use data heavily in decision-making. However, they lack internal communication for sharing data between departments.

Why does data communication matter? Survey data analysis is time-consuming and resource-intensive, meaning you don’t want to perform this activity needlessly.

Without proper data communication between teams, you may have separate departments conducting the same analysis simultaneously because your organization isn’t sharing insights properly.

ChartExpo’s CSAT Survey Bar Chart is the perfect tool for sharing survey results throughout your organization. It allows you to bring teams together through how they apply audience insights to their strategies.

Thanks to this NPS tool, you’ll easily make data-driven decisions on how to improve the customer experience. And, you’ll develop effective survey reports to share throughout your organization.

ChartExpo is a win-win.