MB-230 · Question #297
Drag and Drop Question A company implements Dynamics 365 Customer Voice. The company sends out customer satisfaction surveys. The service team creates one survey from a blank project and others from a
The correct answer is Net Promoter Score; Customer Satisfaction Score. Dynamics 365 Customer Voice: Satisfaction Metrics Explained Context In Dynamics 365 Customer Voice, there are three available metric types: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Sentiment. The scenario involves a service team analyzing survey results t
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Correct arrangement
- Net Promoter Score
- Customer Satisfaction Score
Explanation
Dynamics 365 Customer Voice: Satisfaction Metrics Explained
Context
In Dynamics 365 Customer Voice, there are three available metric types: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Sentiment. The scenario involves a service team analyzing survey results to calculate satisfaction scores - a key distinction that drives which metrics are appropriate.
Why This Arrangement
Score 1 → Net Promoter Score (NPS)
NPS measures customer loyalty by asking how likely a customer is to recommend the company (typically on a 0–10 scale). In Customer Voice, NPS is a built-in, structured metric type specifically designed for projects - including those created from a blank project. It produces a calculable numeric score (detractors vs. promoters formula), making it suitable for tracking loyalty trends over time.
Score 2 → Customer Satisfaction Score (CSAT)
CSAT measures satisfaction with a specific interaction or service experience, making it the natural fit for a service team evaluating efficiency. CSAT is commonly used in predefined project templates in Customer Voice because it's the go-to metric for post-interaction feedback. It produces a percentage score that directly maps to "how well did the service interaction go?"
Why Sentiment is NOT Used
Sentiment is an AI-driven analysis of open-text responses - it classifies answers as positive, neutral, or negative. It is not a calculable satisfaction score and cannot be used to produce the kind of structured metric a service manager needs to identify efficiency changes. It's analytical/qualitative, not a score type.
Common Misconceptions
| Misconception | Reality |
|---|---|
| "Sentiment is a satisfaction score" | Sentiment is qualitative AI analysis, not a numeric score |
| "NPS and CSAT are interchangeable" | NPS measures loyalty/recommendation; CSAT measures interaction satisfaction |
| "CSAT works for blank projects" | Both can work technically, but CSAT is the standard for service-interaction evaluation |
Key rule: If the goal is a calculable score to drive operational decisions, use NPS or CSAT. Sentiment is for understanding the "why," not the "how much."
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