Observability & Evaluation · Software component

Satisfaction Score Calculator

Software componentObservability & EvaluationObservability & Evaluationarc:SatisfactionScoreCalculator

An analytics component that aggregates post-interaction survey responses into standard satisfaction indices: top-2-box Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) and mean Customer Effort Score (CES).

Responsibility. Computes CSAT, NPS and CES from stored survey responses.

Also known as: CSAT calculator, NPS calculator, CES calculator, User satisfaction metrics

Direct neighbourhood (hover for relationship types)

Relationships

sends data to dynamic

Design guidance

MUST compute CSAT as the share of ratings 4 or 5 (top-2-box) among all responses.
MUST compute NPS as percent promoters (9-10) minus percent detractors (0-6), ignoring passives (7-8).
SHOULD interpret CES inversely (lower is better); for routine interactions it often predicts retention better than CSAT.
SHOULD interpret the three indices together, since each alone can mislead.

Quantitative guidance

As stated by the sources; verify before use.

Worked example (1,000 responses): CSAT 850/1,000 = 85%; NPS 45% - 15% = +30 with 40% passives; CES 2.8 (Ch8.4).
CSAT benchmarks: 70% acceptable for chatbots, 75% good, 80%+ excellent; NPS: +20 acceptable, +40 good, +60+ excellent; CES 2.8 comfortably beats a typical 3.5 target (Ch8.4).

Classification

Patterns: Top-2-box scoringPromoter/passive/detractor segmentation
Quality attributes: Maintainability (ISO/IEC 25010)Interaction capability (ISO/IEC 25010)
Risks mitigated: Satisfied-but-not-loyal users hidden by CSAT aloneHigh-effort resolutions hidden by high CSAT/NPS

Sources

Ch8.4: T. Nguyen, "Success Metrics and Multi-Dimensional Measurement," in Mastering Agentic AI Systems: Guide for the NVIDIA NCP-AAI Exam, 1st ed. 2026, ch. 8.4. ISBN: 9798244538229.
Ch10.1: T. Nguyen, "Conversational UI," in Mastering Agentic AI Systems: Guide for the NVIDIA NCP-AAI Exam, 1st ed. 2026, ch. 10.1. ISBN: 9798244538229.
Ref10.03: "User Feedback and Iterative Improvement," unpublished reference note (03-User-Feedback-Iteration.md), Mastering Agentic AI Systems: Guide for the NVIDIA NCP-AAI Exam supplementary materials, 2026. unpublished note
Ref10.04: "Change Management and Organizational Adoption," unpublished reference note (04-Change-Management-Adoption.md), Mastering Agentic AI Systems: Guide for the NVIDIA NCP-AAI Exam supplementary materials, 2026. unpublished note