By name: niopd-ur-satisfaction description: Analyzes user satisfaction metrics (NPS, CSAT). Use for customer health monitoring, product quality assessment, or stakeholder reporting.
User Satisfaction Analysis Skill
This skill analyzes satisfaction metrics to understand customer health.
Theoretical Foundation
Key Metrics
| Metric | Scale | Meaning |
|---|---|---|
| NPS | -100 to +100 | "Would you recommend?" |
| CSAT | 1-5 or 1-10 | "How satisfied were you?" |
| CES | 1-7 | "How easy was this?" |
NPS Categories
- Promoters (9-10): Loyal enthusiasts
- Passives (7-8): Satisfied but vulnerable
- Detractors (0-6): Unhappy customers
Instructions
Step 1: Gather Satisfaction Data
Collect from:
- NPS surveys
- CSAT responses
- Review scores
- Support ratings
Step 2: Calculate Scores
| Metric | Score | Benchmark | Trend |
|---|---|---|---|
| NPS | [X] | [Industry avg] | ↑/↓/→ |
| CSAT | [X%] | [Industry avg] | ↑/↓/→ |
Step 3: Identify Drivers
What drives satisfaction/dissatisfaction?
Step 4: Recommend Actions
Prioritize improvements by impact
Step 5: Generate Report
File path: 02-reports/[YYYYMMDD]-satisfaction-v0.md
Output Specifications
- File Naming:
[YYYYMMDD]-satisfaction-v0.md - Location:
02-reports/ - Template:
references/satisfaction-template.md