Quick Reference: Metric Stack Pocket Deck
Recall the practical differences between loyalty, satisfaction, and effort metrics at speed.
Pick the lens NPS vs CSAT vs Effort: what changes? Use the metric whose lens matches the customer moment you are trying to diagnose. When is NPS the wrong first question? When the customer has only experienced one narrow touchpoint or is still too early in the relationship. It is a loyalty signal, so it needs enough relationship context to mean anything. What does a strong CSAT score still fail to tell you? Whether the broader relationship is healthy or whether the process was burdensome elsewhere. CSAT is local by design. Respect the scope. Objection handler We should just standardize…
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