Manny_M , Hi Manny, I've never seen this approach before. Where did it come from? I'm interested in hearing more about the need for a comprehensive metric that combines NPS and CSAT? What is the end goal? Is this an executive request? We report on both NPS (as part of the relationship survey) and CSAT (as part of the transactional surveys), and find this two pronged approach helpful to evaluate micro trends (tCSAT) and macro trends (rNPS). It's a cool image, what do the other three quadrants look like? Source?

ThomasW_IronMountain Hello! The goal from combining these two metrics would be to have a more holistic metric that segments respondents into the above picture quadrants. The NPS x CSAT is actually a scatter plot. Customers who have respondent to a CSAT survey (Transactional) as well as an NPS (Relational) survey, will fall into one of the following segments:
1.) Satisfied Transactional + Promoter Relational ("Advocates")
2.) Passive Transactional + Promoter Relational ("VIP Support")
3.) Satisfied Transactional + Detractor Relational ("Wildcards")
4.) Dissatisfied Transactional + Detractor Relational (Churners)
The goal for segmenting in this manner is to identify where efforts will return the most value.
Segment 1. is the ideal customer, Segment 4. will have the most churn regardless of efforts due to combined NPS and CSAT experiences, whereas Segments 2. & 3. have the most potential to reduce actual churn based off of recorded experiences with the customer.
Thought process is; combining a CSAT experiences with a longer developing sentiment experience via NPS. Painting a broader stroke of how a customer develops in their journey via a combined metric. I had thoughts on how to map values in CSAT's 5 point scale and the 10 point NPS scale to create a combined metric and wondered if anyone had experience with similar ways to calculate this is Qualtrics.