Research Summary — Customer Satisfaction (CSAT)
Fix what moves NPS.
Troubleshooting, Stability, and Responsiveness are the clearest opportunities to improve recommendation intent.
★
Strong baselineAll 12 dimensions exceed the industry benchmark of CSAT 50.
!
One sharp gapHelpful Troubleshooting trails the rest at 54 despite high NPS impact.
↗
Focus investmentPrioritize low-CSAT / high-impact items before polishing strengths.
NPS Impact × Satisfaction Matrix
Impact validated by Gradient Boosting + Pearson correlation
Priority Fix
High NPS impact · Lower satisfaction
Fund these first
🔧Helpful Troubleshooting (54)
▣App Stability (71)
↯App Responsiveness (70)
Maintain & Protect
High NPS impact · High satisfaction
Do not dilute this strength
★Features Meet Needs (75)
Monitor
Lower impact · Lower satisfaction
Improve opportunistically
🛡Privacy & Data Protection (67)
⌁Device Control Speed (70)
Experience Polish
Lower NPS impact · High satisfaction
Use as differentiation
1Easy to Learn & Use (80)
2Easy Navigation (78)
3Device Status Accuracy (77)
4Easy Device Setup (77)
5Visual Appeal (74)
NPS IMPACT
SATISFACTION (CSAT)
High
Low
Low
High
◎ Takeaway
Users already value the core app experience. The biggest lift is not adding more features — it is making help, stability, and response feel dependable.
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