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NPS, CSAT and feedback on the customer record

See a customer's latest NPS and CSAT, their answers and recent feedback on their company and contact pages, and what counts as negative.

Customer feedback & signalsUpdated 3 min read

When customers answer your surveys, their answers land on the company and the contact they belong to. Four blocks show them:

  • Latest NPS: the most recent Net Promoter answer, read as Promoter, Passive or Detractor.
  • Latest CSAT: the most recent satisfaction score.
  • Survey responses: every answer, newest first.
  • Recent feedback: comments, with negative feedback marked.

If you don't see them on a page, an admin can add them with the record layout builder. See Fields and record layouts.

How answers are read

  • NPS: 0 to 6 is a detractor, 7 or 8 is passive, 9 or 10 is a promoter.
  • CSAT and ratings: 40% of the scale or lower reads as negative, 75% or higher as positive.
  • Negative feedback: a negative or detractor score with a comment. A low score without a comment is counted in the score, but isn't feedback to follow up.

If a customer changes their answer and removes the comment, the feedback is removed too. These answers feed the Customer voice part of Customer Health.

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What Customer Health is

A 0 to 100 score per company from four parts: Relationship, Commercial, Support and Customer voice. Where you see it and how it works.