It is important to constantly measure your customer success. However, there are too many factor that may affect the customer success and I am not sure how we can make someone to hold responsible for these measures. It is still good to know how to measure it.
What is NPS (net promoter score)?
Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. (Source: https://www.netpromoter.com/know/)
It is the answer to this question: Using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague?
What is CSAT?
CSAT is a customer satisfaction (CSAT) metric that is used to measure the overall performance of customer service based on the customer’s experience every time they interact with a business, service, or product. Customers express their satisfaction on a five- or 10-point likert scale, which is converted to a percentage between 0 and 100 – with 100 meaning that customers are completely satisfied with their experience. (Source: https://monkeylearn.com/blog/csat-calculation/)
The Likert scale is a five (or seven) point scale which is used to allow the individual to express how much they agree or disagree with a particular statement. The response categories in Likert scales have a rank order, but the intervals between values cannot be presumed equal.
If you are calculating on a number scale, the calculation is slightly different. You add up all of the response scores given, divide by the maximum scores possible and multiply by 100
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