NPS / CSAT / SUS

Standardized metrics measuring user loyalty (NPS), satisfaction with a specific aspect (CSAT), or overall system usability (SUS), tracked over time and comparable across products.

Process

Key Fields

Question it answers	Are users satisfied? Would they recommend us? How does usability compare to industry benchmarks? Are we improving?
Participants & timing	50-1,000 respondents per measurement · monthly or quarterly cadence · ongoing program
AI compatibility	AI aggregates responses, calculates standardized metrics, tracks trends, and segments analysis; driver analysis benefits from human interpretation.
Output	Metric dashboard (trending over time), segmentation analysis, driver analysis, benchmarking data

Use when

An ongoing health metric is needed (monthly tracking)
Stakeholder accountability to user satisfaction is required
A/B test or redesign success is measured by satisfaction change
Competitive benchmarking uses a standardized metric

Skip when

One-time feedback is sufficient and tracking is not needed
The metric does not correlate with the business outcome that matters

Common Mistakes

Measuring without understanding drivers

NPS dropped 5 points but the cause is unknown. Pair every metric with an open-ended question about reasons; otherwise the score is not actionable.

Changing question wording year over year

Year 1 asks "How satisfied?" and Year 2 asks "Would you use again?" The scores are not comparable. Keep exact wording and scale consistent for valid year-over-year comparison.

Expecting the metric to drive behavior

Publishing a score without context or an action plan does not improve anything. Tie scores to specific improvement initiatives and re-measure to show impact.