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Strategy & Metrics
Attitudinal Metrics: NPS, CSAT & CES — Quiz
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Question 1 of 5
Attitudinal Metrics: NPS, CSAT & CES
A SaaS company uses NPS as its sole CX metric, surveying only users who logged in during the past 30 days. What is the most critical flaw in this approach?
NPS should only be sent annually, not monthly
Excluding churned users removes the highest-density detractors, systematically inflating the score
NPS is not valid for SaaS products — CSAT should be used instead
The 30-day window is too long; NPS must be triggered within 24 hours of an interaction
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