NPS, CSAT, and CES
NPS, CSAT, and CES are three standard satisfaction metrics: NPS measures how likely someone is to recommend you, CSAT measures how satisfied they were with one interaction, and CES measures how much effort that interaction cost them.
NPS asks how likely someone is to recommend a product. CSAT asks how satisfied someone was with an interaction. CES asks how easy it was to complete a task or find an answer.
For a documentation page, a helpful or not-helpful rating is usually easier to interpret than NPS. Add an optional comment so the team can understand the reason behind the score.
Frequently asked questions
Which metric should a documentation site use?
Use a per-page helpful or not-helpful rating with an optional comment. Keep NPS for broader product or relationship surveys.
What is a good NPS or CSAT score for documentation?
Cross-company benchmarks mislead, because scales, wording, placement, and audiences all differ. Track your own trend per page and compare a page to itself before and after a rewrite.
Can you measure all three at once?
You can, but each extra question adds effort. Use the shortest survey that answers the decision you need to make.