NPS, CSAT, and SUS checklist: before, during, and after measurement

This checklist covers the full measurement cycle for standardized UX metrics. Use it whether you are setting up a new NPS program, adding CSAT to a support workflow, or running SUS after a usability test round.

Before deployment

• Select the instrument(s) based on what you need to measure: NPS (loyalty), CSAT (interaction satisfaction), SUS (perceived usability), CES (effort)
• Define the trigger: at which journey moment does each survey appear?
• Use exact standardized wording — do not modify NPS or SUS items
• Add an open-ended follow-up question after the score
• Set frequency caps to prevent survey fatigue (NPS: max quarterly per user; CSAT: max once per 30 days per interaction type)
• Configure sampling: random selection or 100% of eligible users with frequency caps
• Pilot the survey with 5-10 internal users
• Identify benchmark sources for comparison (industry NPS, SUS average of 68, CSAT sector data)

During data collection

• Monitor response rates daily — investigate if below 10% for in-product surveys
• Check data quality: are all response options being used? Is there unusual clustering?
• Do not draw conclusions from partial data — wait for the planned collection period to end

After data collection

• Calculate scores using the correct formula for each instrument
• Code open-ended follow-up responses into themes (manually or with AI)
• Segment scores by user type, plan tier, tenure, device, and geography
• Compare against previous period and external benchmarks
• Write the report: score, trend, segment differences, top themes, and recommended actions
• Present to stakeholders with “What, So What, Now What” for each finding
• Schedule the next measurement round