Customer Experience

CX is where we cover customer feedback as a discipline. That means Voice of Customer programs, feedback loops, complaint handling, online reviews, churn signals, and the three metrics most CX teams run on: NPS, CSAT, and CES. Much of it is written by Eylül Nowakowska Beyazıt, who runs CX at Survicate, and draws on her own program and on Survicate's response data. We take positions here, and we back them with our own numbers: • The CSAT vs NPS debate is a red herring. No single score measures customer experience. What matters is whether you can act on the feedback behind it. • NPS isn't dead, but it lost influence. 67.7% of our paying customers still ran NPS in 2025. Fix the metric's role, don't drop it. • A "good" NPS depends on who answers. Medians vary by up to 70 points across survey languages, and B2C apps outscore B2B by 11 points. Benchmark against yourself, not a global average. • Brand-level CSAT wastes the metric. One in three CSAT questions we analyzed across 835 surveys were generic. Ask at the touchpoint, or a low score tells you nothing. • Feedback programs fail on time, not intent. Automate collection at lifecycle moments and on a recurring schedule, not only on behavioral triggers. Expect first-party benchmark reports, opinion pieces, and practical guides on metrics, feedback programs, and churn prediction, plus case studies of companies that collected feedback and ignored it.