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Business & Operations Intermediate

Customer Experience Metrics: NPS, CSAT, CES & Retention Impact

Measure customer experience like a CX analyst: NPS from raw answers, segments and margins of error, CSAT top-2-box, effort scores, coded comments and Pareto, driver analysis, the link to churn and revenue, and a CX dashboard – 8 labs on one broadband provider's data, every cell checked instantly.

8 lessons 8 labs 2 h Certificate

  • One-time payment
  • 14-day money-back guarantee
  • Secure checkout with Stripe

What you'll build

What you will be able to do

Each lab ends with a concrete result that you build yourself and the checker confirms, cell by cell.

  • Count promoters and detractors per month in Corvane Broadband's raw survey answers with COUNTIFS and calculate the NPS for August and September.
  • Calculate the NPS of four customer segments, put a 95% margin of error on each, get the overall NPS right and decide whether a gap between two segments is real.
  • Calculate CSAT % and the mean score for four support channels from answer counts, get the weighted total right and size the gap to the 85% target.
  • Calculate the average Customer Effort Score and the share of easy experiences per issue type, count the 1–7 distribution and chart it.
  • Count how often each complaint theme appears in 40 coded comments, build the cumulative % for a Pareto analysis, add the revenue behind each theme and draw the Pareto chart.
  • Correlate five attribute ratings with overall satisfaction, compare them with the average scores and find the attribute Corvane should fix first.
  • Match survey answers to what customers did a year later: churn rate and revenue per NPS group, revenue lost to churn and the value of turning detractors into passives.
  • Turn six months of CX KPIs into a dashboard: an on/off-target flag that knows which direction is good, a count of KPIs on target, red highlights and trend sparklines.

About this course

Survey scores only matter when you can tell what drives them and what they cost the business. This course connects both. You calculate Net Promoter Score from raw 0 to 10 answers, break it down by segment and add a margin of error. CSAT is measured as top-two-box by channel, and customer effort is analysed by average and distribution. You code open feedback into themes and rank them with a Pareto chart, then run a driver analysis to find which factors move overall satisfaction. Linking NPS to churn reveals the revenue at risk, and the final lab builds a dashboard with targets and status flags. For CX managers, support leaders and insight analysts.

Curriculum

Course content

8 lessons · 8 labs · 2 h · final exam

  1. Net Promoter Score from Raw 0–10 AnswersLab14 min4 checked tasks
    Unlocked when you buy the course
  2. NPS by Segment and Its Margin of ErrorLab15 min4 checked tasks
    Unlocked when you buy the course
  3. CSAT: Top-2-Box by ChannelLab14 min4 checked tasks
    Unlocked when you buy the course
  4. Customer Effort Score: Averages and DistributionLab15 min4 checked tasks
    Unlocked when you buy the course
  5. Coded Feedback Themes and the Pareto ChartLab15 min4 checked tasks
    Unlocked when you buy the course
  6. Driver Analysis: What Moves Overall SatisfactionLab16 min4 checked tasks
    Unlocked when you buy the course
  7. Linking NPS to Churn and Revenue at RiskLab16 min4 checked tasks
    Unlocked when you buy the course
  8. The CX Dashboard: Targets, Status Flags and TrendsLab16 min4 checked tasks
    Unlocked when you buy the course
  9. Final exam12 questions, 75% to pass, unlimited retries.

Certificate

Finish with a certificate you can verify

Complete every lesson and pass the final exam to receive a certificate of completion for this course, with a unique credential ID and a public verification page.

  • Names the course, your score and the date of issue
  • A verification link for your CV or LinkedIn profile
  • 12 questions, 75% to pass, unlimited retries.

A Tutorvo certificate confirms that you completed a course. It is not an official or professional qualification.

Illustration. Your certificate shows your own name, course and credential ID.

Before you buy

Questions about this course

Is this a subscription?

No. You pay $9.99 once for this course. There is no subscription and nothing renews automatically. Prices are in US dollars; taxes may be added where required.

What exactly do I get?

All lessons and labs of this course, the final exam and the certificate, including later updates to the course, for as long as Tutorvo offers it. Access is personal and tied to your account.

Can I get a refund?

Yes. If you are not satisfied, email hello@tutorvo.com within 14 days of buying and we refund the course in full via Stripe. The guarantee does not apply once a certificate for the course has been issued to you, or where there are signs of abuse.

When can I start?

Right after payment. Access starts immediately at your request; for consumers in the EU/EEA the statutory right of withdrawal therefore ends once access has begun, while our 14-day money-back guarantee applies regardless.

Do I need Excel or other software?

No. The labs run in a spreadsheet inside your browser on a laptop, tablet or phone. Function names and syntax follow Excel.

Is the certificate an official qualification?

No. It confirms that you completed all lessons of the course and passed its final exam. It is not an official, state-recognised or professional qualification. The name is taken from your profile when the certificate is issued.

Full details are in our Terms · hello@tutorvo.com

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