{"id":2643,"date":"2026-03-17T09:22:20","date_gmt":"2026-03-17T08:22:20","guid":{"rendered":"https:\/\/www.insightsofa.com\/metrics\/"},"modified":"2026-03-25T19:58:39","modified_gmt":"2026-03-25T18:58:39","slug":"metrics","status":"publish","type":"page","link":"https:\/\/www.insightsofa.com\/cs\/metrics\/","title":{"rendered":"Metrics"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: var(--awb-color5);--link_color: var(--awb-color5);--awb-background-blend-mode:multiply;--awb-border-color:var(--awb-color1);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top-medium:30px;--awb-padding-right-medium:100px;--awb-padding-bottom-medium:0px;--awb-padding-left-medium:100px;--awb-padding-top-small:40px;--awb-padding-right-small:40px;--awb-padding-bottom-small:0px;--awb-padding-left-small:40px;--awb-margin-bottom-medium:0px;--awb-margin-bottom-small:0px;--awb-background-color:var(--awb-color6);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.84%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:3.84%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-margin-bottom-medium:50px;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-margin-bottom-small:44px;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><script charset=\"utf-8\" type=\"text\/javascript\" src=\"https:\/\/js-eu1.hsforms.net\/forms\/embed\/v2.js\"><\/script>\n<script>\ndocument.addEventListener('click', function(e) {\n  const trigger1 = e.target.closest('.open-hs-modal-1');\n  const trigger2 = e.target.closest('.open-hs-modal-2');\n\n  if (!trigger1 && !trigger2) return;\n\n  function getCookie(name) {\n    const value = '; ' + document.cookie;\n    const parts = value.split('; ' + name + '=');\n    if (parts.length === 2) return parts.pop().split(';').shift();\n    return '';\n  }\n\n  \/\/ WPML ukl\u00e1d\u00e1 aktu\u00e1ln\u00ed jazyk do cookie wp-wpml_current_language\n  let currentLang = getCookie('wp-wpml_current_language') || 'en';\n  currentLang = currentLang.toLowerCase();\n\n  const isCzech = currentLang === 'cs';\n\n  const forms = {\n    modal1: {\n      target: '#hs-modal-form-1',\n      cs: '8d0978f8-dec3-4573-a1ef-ce6f5b6d119c',\n      en: 'ea6546f9-6863-4b87-8372-a03b1d6cf0b0'\n    },\n    modal2: {\n      target: '#hs-modal-form-2',\n      cs: '15fe1eb2-3fa2-4cc3-a329-1a40e5e0573d',\n      en: '7566452a-24e4-45a9-9a02-4ad10cc838c4'\n    }\n  };\n\n  function loadForm(config) {\n    const target = document.querySelector(config.target);\n    if (!target) return;\n\n    const selectedFormId = isCzech ? config.cs : config.en;\n    const selectedLocale = isCzech ? 'cs' : 'en';\n\n    if (target.dataset.loadedFormId === selectedFormId) return;\n\n    target.innerHTML = '';\n\n    hbspt.forms.create({\n      region: 'eu1',\n      portalId: '143320005',\n      formId: selectedFormId,\n      target: config.target,\n      locale: selectedLocale\n    });\n\n    target.dataset.loadedFormId = selectedFormId;\n  }\n\n  setTimeout(function() {\n    if (trigger1) loadForm(forms.modal1);\n    if (trigger2) loadForm(forms.modal2);\n  }, 300);\n});\n<\/script>\n<div class=\"fusion-modal modal fade modal-1 advice\" tabindex=\"-1\" role=\"dialog\" aria-labelledby=\"modal-heading-1\" aria-hidden=\"true\" style=\"--awb-border-color:var(--awb-color3);--awb-background:var(--awb-color1);\"><div class=\"modal-dialog modal-lg\" role=\"document\"><div class=\"modal-content fusion-modal-content\"><div class=\"modal-header\"><button class=\"close\" type=\"button\" data-dismiss=\"modal\" aria-hidden=\"true\" aria-label=\"Close\">&times;<\/button><h3 class=\"modal-title\" id=\"modal-heading-1\" data-dismiss=\"modal\" aria-hidden=\"true\">Get expert advice<\/h3><\/div><div class=\"modal-body fusion-clearfix\">\n<script><\/script>\n<div id=\"hs-modal-form-2\"><\/div>\n<\/div><div class=\"modal-footer\"><button class=\"fusion-button button-default button-medium button default medium\" type=\"button\" data-dismiss=\"modal\">Close<\/button><\/div><\/div><\/div><\/div><div class=\"fusion-modal modal fade modal-2 demo\" tabindex=\"-1\" role=\"dialog\" aria-labelledby=\"modal-heading-2\" aria-hidden=\"true\" style=\"--awb-border-color:var(--awb-color3);--awb-background:var(--awb-color1);\"><div class=\"modal-dialog modal-lg\" role=\"document\"><div class=\"modal-content fusion-modal-content\"><div class=\"modal-header\"><button class=\"close\" type=\"button\" data-dismiss=\"modal\" aria-hidden=\"true\" aria-label=\"Close\">&times;<\/button><h3 class=\"modal-title\" id=\"modal-heading-2\" data-dismiss=\"modal\" aria-hidden=\"true\">Book a DEMO<\/h3><\/div><div class=\"modal-body fusion-clearfix\">\n<script><\/script>\n<div id=\"hs-modal-form-1\"><\/div>\n<\/div><div class=\"modal-footer\"><button class=\"fusion-button button-default button-medium button default medium\" type=\"button\" data-dismiss=\"modal\">Close<\/button><\/div><\/div><\/div><\/div><div class=\"fusion-title title fusion-title-1 fusion-no-small-visibility fusion-no-medium-visibility fusion-sep-none fusion-title-text fusion-title-size-one fusion-animated h1_responsive\" style=\"--awb-text-color:var(--awb-color1);--awb-margin-top:0px;--awb-margin-bottom:30px;\" data-animationType=\"fadeInLeft\" data-animationDuration=\"0.3\" data-animationOffset=\"top-into-view\"><h1 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:72;line-height:1.3;\">Customer<br \/>Experience<br \/>Metrics<\/h1><\/div><div class=\"fusion-title title fusion-title-2 fusion-no-large-visibility fusion-sep-none fusion-title-text fusion-title-size-one fusion-animated h1_responsive\" style=\"--awb-text-color:var(--awb-color1);--awb-margin-top:0px;--awb-margin-bottom:30px;--awb-margin-bottom-small:1.5rem;\" data-animationType=\"fadeInLeft\" data-animationDuration=\"0.3\" data-animationOffset=\"top-into-view\"><h1 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:72;line-height:1.3;\">Customer Experience Metrics<\/h1><\/div><div class=\"accordian fusion-accordian\" style=\"--awb-padding-top:0.5rem;--awb-padding-bottom:0.5rem;--awb-border-size:1px;--awb-icon-size:1.5rem;--awb-content-font-size:var(--awb-typography4-font-size);--awb-content-letter-spacing:var(--awb-typography4-letter-spacing);--awb-content-text-transform:var(--awb-typography4-text-transform);--awb-content-line-height:var(--awb-typography4-line-height);--awb-icon-alignment:left;--awb-hover-color:var(--awb-color2);--awb-border-color:var(--awb-color3);--awb-background-color:var(--awb-color1);--awb-divider-color:var(--awb-color3);--awb-divider-hover-color:var(--awb-color3);--awb-icon-color:var(--awb-color5);--awb-title-color:var(--awb-color1);--awb-content-color:var(--awb-color2);--awb-icon-box-color:var(--awb-color1);--awb-toggle-hover-accent-color:var(--awb-color5);--awb-title-font-family:var(--awb-custom_typography_2-font-family);--awb-title-font-weight:var(--awb-custom_typography_2-font-weight);--awb-title-font-style:var(--awb-custom_typography_2-font-style);--awb-title-font-size:var(--awb-custom_typography_2-font-size);--awb-title-letter-spacing:var(--awb-custom_typography_2-letter-spacing);--awb-title-line-height:var(--awb-custom_typography_2-line-height);--awb-title-text-transform:var(--awb-custom_typography_2-text-transform);--awb-content-font-family:var(--awb-typography4-font-family);--awb-content-font-weight:var(--awb-typography4-font-weight);--awb-content-font-style:var(--awb-typography4-font-style);\"><div class=\"panel-group fusion-toggle-icon-unboxed\" id=\"accordion-2643-1\"><div class=\"fusion-panel panel-default panel-07e0d98ee5759f375 fusion-toggle-has-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_07e0d98ee5759f375\"><a aria-expanded=\"false\" aria-controls=\"07e0d98ee5759f375\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2643-1\" data-target=\"#07e0d98ee5759f375\" href=\"#07e0d98ee5759f375\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon fa-arrow-circle-up fas\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon fa-arrow-circle-right fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Net Promoter Score (NPS)<\/span><\/a><\/h4><\/div><div id=\"07e0d98ee5759f375\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_07e0d98ee5759f375\"><div class=\"panel-body toggle-content fusion-clearfix\">\n<\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-4b8595d27cfd9ed1b fusion-toggle-has-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_4b8595d27cfd9ed1b\"><a aria-expanded=\"false\" aria-controls=\"4b8595d27cfd9ed1b\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2643-1\" data-target=\"#4b8595d27cfd9ed1b\" href=\"#4b8595d27cfd9ed1b\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon fa-arrow-circle-up fas\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon fa-arrow-circle-right fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Customer Satisfaction Score (CSAT)<\/span><\/a><\/h4><\/div><div id=\"4b8595d27cfd9ed1b\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_4b8595d27cfd9ed1b\"><div class=\"panel-body toggle-content fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-bfb64fb97ddedaf02 fusion-toggle-has-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_bfb64fb97ddedaf02\"><a aria-expanded=\"false\" aria-controls=\"bfb64fb97ddedaf02\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2643-1\" data-target=\"#bfb64fb97ddedaf02\" href=\"#bfb64fb97ddedaf02\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon fa-arrow-circle-up fas\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon fa-arrow-circle-right fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Customer Effort Score (CES)<\/span><\/a><\/h4><\/div><div id=\"bfb64fb97ddedaf02\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_bfb64fb97ddedaf02\"><div class=\"panel-body toggle-content fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-b1cfae70e9013cfcc fusion-toggle-has-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_b1cfae70e9013cfcc\"><a aria-expanded=\"false\" aria-controls=\"b1cfae70e9013cfcc\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2643-1\" data-target=\"#b1cfae70e9013cfcc\" href=\"#b1cfae70e9013cfcc\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon fa-arrow-circle-up fas\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon fa-arrow-circle-right fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Overall Experience Score (OES)<\/span><\/a><\/h4><\/div><div id=\"b1cfae70e9013cfcc\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_b1cfae70e9013cfcc\"><div class=\"panel-body toggle-content fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-panel panel-default panel-535a536b338cf18fc fusion-toggle-has-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\" id=\"toggle_535a536b338cf18fc\"><a aria-expanded=\"false\" aria-controls=\"535a536b338cf18fc\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-2643-1\" data-target=\"#535a536b338cf18fc\" href=\"#535a536b338cf18fc\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon fa-arrow-circle-up fas\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon fa-arrow-circle-right fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">InsightSofa Satisfaction Index (ISI)<\/span><\/a><\/h4><\/div><div id=\"535a536b338cf18fc\" class=\"panel-collapse collapse \" aria-labelledby=\"toggle_535a536b338cf18fc\"><div class=\"panel-body toggle-content fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_2 1_2 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.84%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:3.84%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-margin-bottom-small:0px;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-end fusion-content-layout-row\"><div class=\"fusion-image-element \" style=\"text-align:right;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none fusion-animated\" data-animationType=\"fadeInRight\" data-animationDuration=\"0.3\" data-animationOffset=\"top-into-view\"><img decoding=\"async\" width=\"1388\" height=\"1286\" alt=\"cx_metrics_header\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header.png\" class=\"img-responsive wp-image-1844\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header-200x185.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header-400x371.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header-600x556.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header-800x741.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header-1200x1112.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_metrics_header.png 1388w\" sizes=\"(max-width: 640px) 100vw, 800px\" \/><\/span><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: var(--awb-color5);--link_color: var(--awb-color5);--awb-background-blend-mode:multiply;--awb-border-color:var(--awb-color1);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-medium:100px;--awb-padding-left-medium:100px;--awb-padding-top-small:40px;--awb-padding-right-small:40px;--awb-padding-bottom-small:40px;--awb-padding-left-small:40px;--awb-margin-bottom-medium:0px;--awb-background-image:linear-gradient(180deg, var(--awb-color6) 0%,var(--awb-color8) 70%);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0px;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">NPS<\/h5><\/div><div class=\"fusion-title title fusion-title-4 fusion-sep-none fusion-title-text fusion-title-size-two h2_responsive\" style=\"--awb-text-color:var(--awb-color1);\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Net Promoter Score<\/h2><\/div><div class=\"fusion-text fusion-text-1\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>Net Promoter Score (NPS) is a simple, effective way to measure customer satisfaction and how willing customers are to recommend a company, product, or service.<\/p>\n<p>At its core is one key question:\u2028<br \/>\u201cOn a scale from 0 to 10, how likely are you to recommend our company, product, or service to a friend or colleague?\u201d\u2028<\/p>\n<p>The answer gives companies a clearer view of how customers perceive their experience, where they are delivering value, and where there is room to improve.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"text-align:center;--awb-max-width:100%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-2 hover-type-none\"><img decoding=\"async\" width=\"2372\" height=\"286\" alt=\"cx_nps_score\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score.png\" class=\"img-responsive wp-image-1879\"fetchpriority=\"high\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score-200x24.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score-400x48.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score-600x72.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score-800x96.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score-1200x145.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_score.png 2372w\" sizes=\"(max-width: 640px) 100vw, 2372px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-5 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Customer Segmentation<\/h5><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the NPS methodology, customers are divided into three groups:<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-5 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#f34c53;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-6 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#f34c53;background-image:linear-gradient(180deg, #f34c53 0%,#f34c53 100%);\">Detractors (Score 0 &#8211; 6)<\/h6><\/div><div class=\"fusion-text fusion-text-3 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>These are dissatisfied customers. They are more likely to share negative experiences and can damage your company\u2019s reputation.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-6 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#fcb13d;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-7 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#fcb13d;background-image:linear-gradient(180deg, #fcb13d 0%,#fcb13d 100%);\">Passives (Score 7 &#8211; 8)<\/h6><\/div><div class=\"fusion-text fusion-text-4 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>These customers are satisfied, but not highly engaged like promoters. There is a risk they may switch to a competitor if a better offer appears.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-7 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#039646;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-8 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#039646;background-image:linear-gradient(180deg, #039646 0%,#039646 100%);\">Promoters (Score 9\u201310)<\/h6><\/div><div class=\"fusion-text fusion-text-5 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>These are loyal, enthusiastic customers who actively recommend your company to others and can help drive new business.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-8 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:50px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-9 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Calculation<\/h5><\/div><div class=\"fusion-text fusion-text-6\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>The final NPS is calculated as the percentage of promoters minus the percentage of detractors. As a result, the Net Promoter Score can range from -100 to +100.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-9 fusion_builder_column_2_5 2_5 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:40%;--awb-margin-top-large:0px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-3 hover-type-none\"><img decoding=\"async\" width=\"1064\" height=\"168\" alt=\"cx_nps_calculation\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_calculation.png\" class=\"img-responsive wp-image-1888\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_calculation-200x32.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_calculation-400x63.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_calculation-600x95.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_calculation-800x126.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_nps_calculation.png 1064w\" sizes=\"(max-width: 640px) 100vw, 600px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-10 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-10 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Do you need more information about NPS?<\/h5><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-11 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #505050 0%,#000000 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"--awb-min-height:no;--awb-min-height-medium:no;--awb-min-height-small:no;width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-0 fusion_builder_column_inner_2_5 2_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:0.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:0.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #212121 0%,#737373 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:40%;--awb-margin-top-large:0px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-11 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);\"><h1 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\">X Pulse\u2122<\/h1><\/div><div class=\"fusion-text fusion-text-7\" style=\"--awb-content-alignment:center;--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Experience Pulse Magazine by InsightSofa<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-1 fusion_builder_column_inner_3_5 3_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-12 fusion-sep-none fusion-title-text fusion-title-size-four\" style=\"--awb-text-color:var(--awb-color1);\"><h4 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Gain detailed insights into customer experience<\/h4><\/div><div class=\"fusion-text fusion-text-8\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the new digital magazine about Experience Management.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#929292;--button_border_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-custom_color_3);--button_gradient_top_color:var(--awb-color1);--button_gradient_bottom_color:var(--awb-color1);--button_gradient_top_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));--button_gradient_bottom_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));\" target=\"_self\" href=\"https:\/\/www.newinsightsofa.com\/x-pulse\/\" rel=\"noopener\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Read now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: var(--awb-color5);--link_color: var(--awb-color5);--awb-background-blend-mode:multiply;--awb-border-color:var(--awb-color1);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-medium:100px;--awb-padding-left-medium:100px;--awb-padding-top-small:40px;--awb-padding-right-small:40px;--awb-padding-bottom-small:40px;--awb-padding-left-small:40px;--awb-margin-bottom-medium:0px;--awb-background-color:var(--awb-color8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-12 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-13 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0px;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">CSAT<\/h5><\/div><div class=\"fusion-title title fusion-title-14 fusion-sep-none fusion-title-text fusion-title-size-two h2_responsive\" style=\"--awb-text-color:var(--awb-color1);\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Customer Satisfaction Score (CSAT)<\/h2><\/div><div class=\"fusion-text fusion-text-9\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>Customer Satisfaction Score (CSAT) is a metric used to measure how satisfied customers are with a product, service, or their overall experience with a company. It\u2019s typically collected through a short survey or rating scale where customers can quickly express their level of satisfaction.\u2028<\/p>\n<p>CSAT is often measured with a simple question such as:\u2028<\/p>\n<p>\u201cHow satisfied are you with our service \/ product \/ overall experience?\u201d<\/p>\n<p>\u2028Responses are usually given on a scale from 1\u20133 or 1\u20135, where higher scores indicate a higher level of customer satisfaction.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-13 fusion_builder_column_3_4 3_4 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:75%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.56%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:2.56%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"text-align:center;--awb-max-width:100%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-4 hover-type-none\"><img decoding=\"async\" width=\"1846\" height=\"414\" alt=\"cx_csat_score\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score.png\" class=\"img-responsive wp-image-1887\"fetchpriority=\"high\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score-200x45.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score-400x90.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score-600x135.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score-800x179.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score-1200x269.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_score.png 1846w\" sizes=\"(max-width: 640px) 100vw, 1200px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-14 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-15 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Customer Segmentation<\/h5><\/div><div class=\"fusion-text fusion-text-10\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the CSAT methodology, customers are typically divided into three groups:<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-15 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#f34c53;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-16 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#f34c53;background-image:linear-gradient(180deg, #f34c53 0%,#f34c53 100%);\">Negatives<\/h6><\/div><div class=\"fusion-text fusion-text-11 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>These customers are not satisfied with your products or services. They are highly likely to switch to a competitor if they find a better alternative. It\u2019s critical to engage with them, understand their concerns, and listen carefully to their needs.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-16 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#fcb13d;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-17 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#fcb13d;background-image:linear-gradient(180deg, #fcb13d 0%,#fcb13d 100%);\">Neutrals<\/h6><\/div><div class=\"fusion-text fusion-text-12 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>These customers are generally satisfied but still see minor issues in your products or services. Stay close to them and actively ask what you can improve to make their experience even better.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-17 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#039646;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-18 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#039646;background-image:linear-gradient(180deg, #039646 0%,#039646 100%);\">Positives<\/h6><\/div><div class=\"fusion-text fusion-text-13 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>These customers are very satisfied with your products and services. They are unlikely to switch providers and have a high probability of purchasing from you again.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-18 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:50px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-19 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Calculation<\/h5><\/div><div class=\"fusion-text fusion-text-14\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>CSAT is calculated as the ratio of positive responses to the total number of responses, multiplied by 100. The final score ranges from 0 (very dissatisfied customers) to 100 (very satisfied customers).<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-19 fusion_builder_column_3_5 3_5 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-5 hover-type-none\"><img decoding=\"async\" width=\"1710\" height=\"283\" alt=\"cx_csat_calculation\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation.png\" class=\"img-responsive wp-image-1886\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation-200x33.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation-400x66.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation-600x99.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation-800x132.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation-1200x199.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_csat_calculation.png 1710w\" sizes=\"(max-width: 640px) 100vw, 800px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-20 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-20 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Do you need more information about CSAT?<\/h5><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-21 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #505050 0%,#000000 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"--awb-min-height:no;--awb-min-height-medium:no;--awb-min-height-small:no;width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-2 fusion_builder_column_inner_2_5 2_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:0.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:0.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #212121 0%,#737373 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:40%;--awb-margin-top-large:0px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-21 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);\"><h1 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\">X Pulse\u2122<\/h1><\/div><div class=\"fusion-text fusion-text-15\" style=\"--awb-content-alignment:center;--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Experience Pulse Magazine by InsightSofa<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-3 fusion_builder_column_inner_3_5 3_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-22 fusion-sep-none fusion-title-text fusion-title-size-four\" style=\"--awb-text-color:var(--awb-color1);\"><h4 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Gain detailed insights into customer experience<\/h4><\/div><div class=\"fusion-text fusion-text-16\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the new digital magazine about Experience Management.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-2 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#929292;--button_border_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-custom_color_3);--button_gradient_top_color:var(--awb-color1);--button_gradient_bottom_color:var(--awb-color1);--button_gradient_top_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));--button_gradient_bottom_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));\" target=\"_self\" href=\"https:\/\/www.newinsightsofa.com\/x-pulse\/\" rel=\"noopener\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Read now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: var(--awb-color5);--link_color: var(--awb-color5);--awb-background-blend-mode:multiply;--awb-border-color:var(--awb-color1);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-medium:100px;--awb-padding-left-medium:100px;--awb-padding-top-small:40px;--awb-padding-right-small:40px;--awb-padding-bottom-small:40px;--awb-padding-left-small:40px;--awb-margin-bottom-medium:0px;--awb-background-color:var(--awb-color8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-22 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-23 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0px;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">CES<\/h5><\/div><div class=\"fusion-title title fusion-title-24 fusion-sep-none fusion-title-text fusion-title-size-two h2_responsive\" style=\"--awb-text-color:var(--awb-color1);\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Customer Effort Score (CES)<\/h2><\/div><div class=\"fusion-text fusion-text-17\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>Customer Effort Score (CES) is a metric used to measure how much effort customers must invest when interacting with a company, product, or service. CES focuses on evaluating the ease, convenience, and efficiency of the processes customers go through.\u2028<\/p>\n<p>CES is typically collected through a simple question such as:<br \/>\u201cHow much effort did you personally have to put in to resolve your issue or complete your request?\u201d\u2028<\/p>\n<p>Responses are usually given on a 1\u20135 or 1\u20137 scale, where a lower score indicates higher effort and a higher score indicates lower effort.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-23 fusion_builder_column_3_4 3_4 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:75%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.56%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:2.56%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"text-align:center;--awb-max-width:100%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-6 hover-type-none\"><img decoding=\"async\" width=\"1846\" height=\"414\" alt=\"cx_ces_score\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score.png\" class=\"img-responsive wp-image-1885\"fetchpriority=\"high\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score-200x45.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score-400x90.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score-600x135.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score-800x179.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score-1200x269.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_score.png 1846w\" sizes=\"(max-width: 640px) 100vw, 1200px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-24 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-25 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Customer Segmentation<\/h5><\/div><div class=\"fusion-text fusion-text-18\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the CES methodology, customers are typically divided into three groups:<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-25 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#f34c53;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-26 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#f34c53;background-image:linear-gradient(180deg, #f34c53 0%,#f34c53 100%);\">Negatives<\/h6><\/div><div class=\"fusion-text fusion-text-19 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>For these customers, using the product or service feels complicated and inefficient. They are likely to look for alternative solutions where the experience is easier.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-26 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#fcb13d;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-27 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#fcb13d;background-image:linear-gradient(180deg, #fcb13d 0%,#fcb13d 100%);\">Neutrals<\/h6><\/div><div class=\"fusion-text fusion-text-20 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>Using the product or service was relatively easy, but they encountered a few minor issues. If they discover a simpler way to achieve the same outcome, they may consider switching to another product or service.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-27 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-size:cover;--awb-border-color:#039646;--awb-border-top:3px;--awb-border-right:3px;--awb-border-bottom:3px;--awb-border-left:3px;--awb-border-style:solid;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-28 fusion-sep-none fusion-title-text fusion-title-size-six\" style=\"--awb-margin-top:0px;--awb-margin-bottom:0.5rem;--awb-margin-top-small:0px;\"><h6 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:#039646;background-image:linear-gradient(180deg, #039646 0%,#039646 100%);\">Positives<\/h6><\/div><div class=\"fusion-text fusion-text-21 fusion-text-no-margin\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>For these customers, using the product or service was very easy. They experienced no friction and have no barriers to using the product or service again.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-28 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:50px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-29 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Calculation<\/h5><\/div><div class=\"fusion-text fusion-text-22\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>The final CES is calculated as the arithmetic average of all responses. The score typically ranges from 1 (very difficult or complicated experience) to 7 (a very easy and efficient experience).<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-29 fusion_builder_column_3_5 3_5 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-7 hover-type-none\"><img decoding=\"async\" width=\"1550\" height=\"295\" alt=\"cx_ces_calculation\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation.png\" class=\"img-responsive wp-image-1884\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation-200x38.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation-400x76.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation-600x114.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation-800x152.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation-1200x228.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_ces_calculation.png 1550w\" sizes=\"(max-width: 640px) 100vw, 800px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-30 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-30 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Do you need more information about CES?<\/h5><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-31 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #505050 0%,#000000 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"--awb-min-height:no;--awb-min-height-medium:no;--awb-min-height-small:no;width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-4 fusion_builder_column_inner_2_5 2_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:0.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:0.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #212121 0%,#737373 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:40%;--awb-margin-top-large:0px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-31 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);\"><h1 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\">X Pulse\u2122<\/h1><\/div><div class=\"fusion-text fusion-text-23\" style=\"--awb-content-alignment:center;--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Experience Pulse Magazine by InsightSofa<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-5 fusion_builder_column_inner_3_5 3_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-32 fusion-sep-none fusion-title-text fusion-title-size-four\" style=\"--awb-text-color:var(--awb-color1);\"><h4 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Gain detailed insights into customer experience<\/h4><\/div><div class=\"fusion-text fusion-text-24\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the new digital magazine about Experience Management.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-3 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#929292;--button_border_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-custom_color_3);--button_gradient_top_color:var(--awb-color1);--button_gradient_bottom_color:var(--awb-color1);--button_gradient_top_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));--button_gradient_bottom_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));\" target=\"_self\" href=\"https:\/\/www.newinsightsofa.com\/x-pulse\/\" rel=\"noopener\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Read now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-5 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: var(--awb-color5);--link_color: var(--awb-color5);--awb-background-blend-mode:multiply;--awb-border-color:var(--awb-color1);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-medium:100px;--awb-padding-left-medium:100px;--awb-padding-top-small:40px;--awb-padding-right-small:40px;--awb-padding-bottom-small:40px;--awb-padding-left-small:40px;--awb-margin-bottom-medium:0px;--awb-background-color:var(--awb-color8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-32 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-33 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0px;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">OES<\/h5><\/div><div class=\"fusion-title title fusion-title-34 fusion-sep-none fusion-title-text fusion-title-size-two h2_responsive\" style=\"--awb-text-color:var(--awb-color1);\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Overall Experience Score (OES)<\/h2><\/div><div class=\"fusion-text fusion-text-25\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>Overall Experience Score (OES) is an innovative methodology for measuring and managing both customer and employee experience, developed by InsightSofa. The method uses artificial intelligence to analyze the entire survey \u2014 including all questions and responses \u2014 and assigns an overall score on a 0\u201310 scale.<br \/>\nUnlike traditional methodologies such as NPS, CES, or CSAT, which focus on a single question, OES evaluates the full context of the survey. This provides companies with deeper insights and more accurate data for experience management and decision-making.<\/p>\n<p>InsightSofa\u2019s AI analyzes every question and response collected in the survey. Based on this analysis, it assigns several scores on a 0\u201310 scale across four key dimensions:<\/p>\n<ul role=\"list\">\n<li>Customer and employee satisfaction<\/li>\n<li>Likelihood to recommend<\/li>\n<li>Ease of interaction with the company<\/li>\n<li>Relationship with the company (loyalty)<\/li>\n<\/ul>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-33 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:30px;--awb-spacing-left-large:2.88%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"text-align:center;--awb-max-width:100%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-8 hover-type-none\"><img decoding=\"async\" width=\"1574\" height=\"148\" alt=\"cx_oes_calculation\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation.png\" class=\"img-responsive wp-image-3053\"fetchpriority=\"high\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation-200x19.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation-400x38.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation-600x56.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation-800x75.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation-1200x113.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_calculation.png 1574w\" sizes=\"(max-width: 640px) 100vw, 1200px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-26\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-margin-top:2rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>The final CES is calculated as the arithmetic average of all responses. The score typically ranges from 1 (very difficult or complicated experience) to 7 (a very easy and efficient experience).<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-34 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"text-align:center;--awb-max-width:100%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-9 hover-type-none\"><img decoding=\"async\" width=\"2372\" height=\"286\" alt=\"cx_oes_score\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score.png\" class=\"img-responsive wp-image-3054\"fetchpriority=\"high\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score-200x24.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score-400x48.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score-600x72.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score-800x96.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score-1200x145.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_oes_score.png 2372w\" sizes=\"(max-width: 640px) 100vw, 2372px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-35 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:50px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:2.88%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-35 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">The Advantage of OES<\/h5><\/div><div class=\"fusion-text fusion-text-27\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>One of the key advantages of OES is its simplicity. The entire survey \u2014 including all questions and responses \u2014 is translated into a single number. This number makes it easy to track trends, compare results over time, and evaluate performance across teams, departments, or locations.\u2028<\/p>\n<p>At the same time, OES allows companies to view results from more detailed perspectives:<\/p>\n<ul role=\"list\">\n<li>Customer and employee satisfaction<\/li>\n<li>Likelihood to recommend<\/li>\n<li>Ease of interaction with the company<\/li>\n<li>Relationship with the brand<\/li>\n<\/ul>\n<p>\u2028Across all these dimensions, Overall Experience Score (OES) provides deep insight into experience trends, the drivers of satisfaction and dissatisfaction, and other critical data that helps companies make better decisions.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-36 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-36 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Do you need more information about OES?<\/h5><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-37 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #505050 0%,#000000 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"--awb-min-height:no;--awb-min-height-medium:no;--awb-min-height-small:no;width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-6 fusion_builder_column_inner_2_5 2_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:0.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:0.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #212121 0%,#737373 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:40%;--awb-margin-top-large:0px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-37 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);\"><h1 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\">X Pulse\u2122<\/h1><\/div><div class=\"fusion-text fusion-text-28\" style=\"--awb-content-alignment:center;--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Experience Pulse Magazine by InsightSofa<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-7 fusion_builder_column_inner_3_5 3_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-38 fusion-sep-none fusion-title-text fusion-title-size-four\" style=\"--awb-text-color:var(--awb-color1);\"><h4 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Gain detailed insights into customer experience<\/h4><\/div><div class=\"fusion-text fusion-text-29\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the new digital magazine about Experience Management.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-4 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#929292;--button_border_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-custom_color_3);--button_gradient_top_color:var(--awb-color1);--button_gradient_bottom_color:var(--awb-color1);--button_gradient_top_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));--button_gradient_bottom_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));\" target=\"_self\" href=\"https:\/\/www.newinsightsofa.com\/x-pulse\/\" rel=\"noopener\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Read now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-6 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: var(--awb-color5);--link_color: var(--awb-color5);--awb-background-blend-mode:multiply;--awb-border-color:var(--awb-color1);--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-medium:100px;--awb-padding-left-medium:100px;--awb-padding-top-small:40px;--awb-padding-right-small:40px;--awb-padding-bottom-small:40px;--awb-padding-left-small:40px;--awb-margin-bottom-medium:0px;--awb-background-color:var(--awb-color8);--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-38 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-39 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0px;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">ISI<\/h5><\/div><div class=\"fusion-title title fusion-title-40 fusion-sep-none fusion-title-text fusion-title-size-two h2_responsive\" style=\"--awb-text-color:var(--awb-color1);\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">InsightSofa Satisfaction Index (ISI)<\/h2><\/div><div class=\"fusion-text fusion-text-30\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>InsightSofa Satisfaction Index (ISI) is not a metric for collecting feedback \u2014 it\u2019s a metric for evaluating feedback. When companies use multiple experience metrics such as NPS, CES, and CSAT, they often need a single, clear indicator that reflects the overall satisfaction of their customers or employees.\u2028<\/p>\n<p>ISI combines NPS, CES, and CSAT into one unified score, providing a simple and easy-to-understand indicator of overall customer or employee experience.<br \/>The ISI score ranges from 0 to 10 and reflects how your company performs across key experience dimensions \u2014 including ease of using your products and services, overall satisfaction, and customer or employee loyalty.\u2028<\/p>\n<p>InsightSofa Satisfaction Index (ISI) delivers the most accurate insight when a company measures experience using all major methodologies (NPS, CES, and CSAT). If one of these metrics is missing, the ISI index still works \u2014 but the overall perspective becomes slightly less comprehensive.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-39 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-bottom-medium:0px;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:30px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"text-align:center;--awb-max-width:100%;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-10 hover-type-none\"><img decoding=\"async\" width=\"2372\" height=\"414\" alt=\"cx_isi_score\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score.png\" class=\"img-responsive wp-image-3055\"fetchpriority=\"high\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score-200x35.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score-400x70.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score-600x105.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score-800x140.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score-1200x209.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_score.png 2372w\" sizes=\"(max-width: 640px) 100vw, 2372px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-40 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:50px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:2.88%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-41 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Calculation<\/h5><\/div><div class=\"fusion-text fusion-text-31\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>The final InsightSofa Satisfaction Index (ISI) is calculated as the ratio of promoters and positive customers to detractors and negative customers across the different methodologies.<\/p>\n<p>The result is then normalized and converted to a 0\u201310 scale, providing a clear indicator of the overall level of customer or employee experience.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-41 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:2.88%;--awb-margin-bottom-large:50px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-order-medium:0;--awb-spacing-right-medium:2.88%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element \" style=\"--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-11 hover-type-none\"><img decoding=\"async\" width=\"1710\" height=\"283\" alt=\"cx_isi_calculation\" src=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation.png\" class=\"img-responsive wp-image-3056\" srcset=\"https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation-200x33.png 200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation-400x66.png 400w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation-600x99.png 600w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation-800x132.png 800w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation-1200x199.png 1200w, https:\/\/www.insightsofa.com\/wp-content\/uploads\/2026\/03\/cx_isi_calculation.png 1710w\" sizes=\"(max-width: 640px) 100vw, 1200px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-42 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-42 fusion-sep-none fusion-title-text fusion-title-size-five\" style=\"--awb-margin-bottom:0.5rem;\"><h5 class=\"fusion-title-heading title-heading-left awb-gradient-text\" style=\"margin:0;background-color:var(--awb-color5);background-image:linear-gradient(180deg, var(--awb-color5) 0%,var(--awb-color4) 100%);\">Do you need more information about ISI?<\/h5><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-43 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:1.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:1.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #505050 0%,#000000 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-center fusion-flex-content-wrap\" style=\"--awb-min-height:no;--awb-min-height-medium:no;--awb-min-height-small:no;width:104% !important;max-width:104% !important;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-8 fusion_builder_column_inner_2_5 2_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-padding-top:1.5rem;--awb-padding-right:0.5rem;--awb-padding-bottom:1.5rem;--awb-padding-left:0.5rem;--awb-overflow:hidden;--awb-bg-image:linear-gradient(90deg, #212121 0%,#737373 100%);--awb-bg-size:cover;--awb-border-radius:10px 10px 10px 10px;--awb-width-large:40%;--awb-margin-top-large:0px;--awb-spacing-right-large:4.8%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:4.8%;--awb-width-medium:40%;--awb-order-medium:0;--awb-spacing-right-medium:4.8%;--awb-spacing-left-medium:4.8%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-43 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);\"><h1 class=\"fusion-title-heading title-heading-center\" style=\"margin:0;\">X Pulse\u2122<\/h1><\/div><div class=\"fusion-text fusion-text-32\" style=\"--awb-content-alignment:center;--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p><strong>Experience Pulse Magazine by InsightSofa<\/strong><\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-9 fusion_builder_column_inner_3_5 3_5 fusion-flex-column fusion-flex-align-self-stretch\" style=\"--awb-bg-size:cover;--awb-width-large:60%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.2%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:3.2%;--awb-width-medium:60%;--awb-order-medium:0;--awb-spacing-right-medium:3.2%;--awb-spacing-left-medium:3.2%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-44 fusion-sep-none fusion-title-text fusion-title-size-four\" style=\"--awb-text-color:var(--awb-color1);\"><h4 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;\">Gain detailed insights into customer experience<\/h4><\/div><div class=\"fusion-text fusion-text-33\" style=\"--awb-font-size:var(--awb-typography4-font-size);--awb-line-height:var(--awb-typography4-line-height);--awb-letter-spacing:var(--awb-typography4-letter-spacing);--awb-text-transform:var(--awb-typography4-text-transform);--awb-text-color:var(--awb-color2);--awb-max-width:45rem;--awb-text-font-family:var(--awb-typography4-font-family);--awb-text-font-weight:var(--awb-typography4-font-weight);--awb-text-font-style:var(--awb-typography4-font-style);\"><p>In the new digital magazine about Experience Management.<\/p>\n<\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-5 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#929292;--button_border_color:var(--awb-color1);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-custom_color_3);--button_gradient_top_color:var(--awb-color1);--button_gradient_bottom_color:var(--awb-color1);--button_gradient_top_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));--button_gradient_bottom_color_hover:hsla(var(--awb-custom_color_3-h),calc(var(--awb-custom_color_3-s) - 5%),calc(var(--awb-custom_color_3-l) - 10%),var(--awb-custom_color_3-a));\" target=\"_self\" href=\"https:\/\/www.newinsightsofa.com\/x-pulse\/\" rel=\"noopener\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Read now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"content-type":"","footnotes":""},"class_list":["post-2643","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/pages\/2643","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/comments?post=2643"}],"version-history":[{"count":3,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/pages\/2643\/revisions"}],"predecessor-version":[{"id":3244,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/pages\/2643\/revisions\/3244"}],"wp:attachment":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/media?parent=2643"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}