VoC Metric Picker
Recall when to use NPS, CSAT, effort, verbatims, and operational signals.
Relationship health vs transaction quality The unit of analysis decides the metric. When is an effort question stronger than CSAT? When the decision is about reducing friction in completing a task. Example: renewal, checkout, import, setup, password reset. Leadership wants one metric across every journey stage. Metric standardization pressure Your line We can standardize reporting, but the question should match the decision: loyalty, satisfaction, or effort. Using one metric everywhere because it dashboards cleanly. It separates governance consistency from measurement validity. What signal explains why a score moved? Verbatims coded into themes, tied to segment, touchpoint, and operational data. Scores…
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