CX Dashboards & Widgets Reading a CX dashboard in the age of AI
At its most capable, the AI layer on a CX platform can investigate a question and come back with an answer, without raising a ticket with the insights team. But it waits to be asked, and a branch manager opening the screen on Monday has been told what to track and is not there to ask anything. The dashboard answers before you ask, and the job splits by who is doing it: the operator and the analyst.
Text & Sentiment Analytics Text analytics: what changes when you can read every open-ended response?
Open-ended responses tell you why customers are unhappy. Here is how they are categorized and counted, which base to report them against, and what changes once every response can be read.
CX Metrics: NPS, CES & CSAT What is an NPS score, and how is it calculated?
NPS is the percentage of promoters minus the percentage of detractors, from one survey question. The formula, a worked example, and what the number cannot tell you.
Survey Design & Question Types CX survey design: a quick-reference handbook
Which of the four CX surveys fits your objective, what each one is made of, and the rules on scale, sequence and how often you may ask.
Response Rates & Data Quality Survey response rate: the funnel behind the number
A response rate is the end of a funnel, and most published rates never say which stage they divide by. The denominators, and which one to quote.
CX Program Design (Loops & rNPS/tNPS) Transactional and Relationship NPS: Why the Gap Exists, and How to Link Them
One captures the customer in the moment, the other their reflection over time. Why there is no standard gap between them, and how to link the two.
Statistical Methods in CX How Many Survey Responses Do You Actually Need?
The calculators say 385. Here is why that answer assumes three things a CX survey usually breaks, and what to work out instead.
Response Rates & Data Quality There is no good survey response rate, and that is the useful answer
Good runs from above 50% to around 3%, and which end to expect depends on how much the customer cares and whether something has just happened to them.
CX Program Design (Loops & rNPS/tNPS) How Numr Customers Improve NPS and Response Rates: What We Have Measured
Observed ranges from 53 Numr client implementations over 18 months: closure speed, governance, channel choice, survey length and timing.
Response Rates & Data Quality What Should I Track Once the Survey Is Live?
The four things to monitor once a survey goes live: delivery rate, segment distribution, response rate and drop-off. With thresholds and when to stop reminders.
Survey Scales & Measurement Survey scale: five points, seven points, or the eleven your hero question already chose
What psychometric research actually shows about 5 and 7-point Likert scales: reliability, labelling, mobile use, and when the choice matters.
Survey Scales & Measurement Rating scale presentation: how the format changes the number
A Likert-style rating scale measures opinions or attitudes using ordered responses (for example: strongly disagree → strongly agree).
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