Microsoft’s metric: Net User Satisfaction
Net User Satisfaction (NSAT) is one metric Microsoft IT uses to evaluate a product. Learn how to calculate it and why it might be better than Net Promoter Score (NPS).
Learn by example
The nitty gritty of it is a forced choice survey system that gives you a score from 0 to 200, the higher the better. We’ll use the same sample question for the examples below: “Thinking about your experience in the last 3 months, rate your overall satisfaction with [product].”
The user is given 4 choices (with 2 optional for a total of 6 choices).
Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, and Very Dissatisfied are the mandatory.
Don’t Know and Not Applicable are the optional which you should probably include.
We compare the percentage of Very Satisfied people to the percentage that are either Somewhat Dissatisfied or Very Dissatisfied. Let’s find out how.
Example 1: Everyone loves your product
Sample results — Very Satisfied: 85; Somewhat Satisfied: 0; Somewhat Dissatisfied: 0; Very Dissatisfied: 0; Don’t Know: 15; Not Applicable: 37.
Rule 1: Throw out Don’t Know and Not Applicable.
