Understanding experience metrics: NPS, CSAT, and CES

Three global metrics organizations use to measure customer and beneficiary experience — all supported in Bana as ready form types with dedicated analytics: NPS — Net Promoter Score: "How likely are you to recommend us?" from 0 to 10. • 9-10 promoters, 7-8 passives, 0-6 detractors. • NPS = % promoters − % detractors (from −100 to +100). Measures long-term loyalty; typically quarterly. CSAT — Customer Satisfaction: "How satisfied are you with this service?" via stars or 1-5. Measures satisfaction with a specific interaction; send right after service. CES — Customer Effort Score: "How easy was it to get your request done?" Lower effort predicts higher loyalty — ideal after self-service journeys. Bana's analytics show the current score, segment distribution, and the metric's trend over time with period comparison — so you can see the impact of your improvements in numbers, serving beneficiary-experience targets under Vision 2030.