| 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
