Stella Connect’s guide explains key customer satisfaction metrics—NPS, CSAT, CES, and FCR—and when to use each. NPS measures brand advocacy, CSAT gauges satisfaction with service or agents, CES tracks the effort needed to resolve an issue, and FCR measures resolution in a single interaction. The guide emphasizes using metrics strategically: NPS for brand sentiment, CES and FCR for team effectiveness, and agent-level CSAT for performance feedback. Best practices include gathering open comments, using follow-up questions, coaching agents with real-time feedback, and acting quickly on low scores to improve CX outcomes.

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