Practical guides to the voice of the customer

Written by the Sightelle team. Each one solves a problem on its own, and at the end shows how to do it automatically.

• How to calculate NPS correctly, and why the average misleadsThe formula step by step, with a calculator, worked examples and the five mistakes that produce the wrong number.
• How to read your reviews on Skroutz and GoogleFrom stars to themes: one sheet, themes and tone, what counts as noise, and how to reply.
• How to ask for reviews without breaking Google’s rulesWhat review gating is, what Google and the EU say, how to ask everyone, and a ready invitation text.
• What a theme really costs your support teamConversations, minutes and hourly cost, with an example, and which themes a help article can solve.