CSAT Vs NPS: Which Is a Better KPI For Customer Satisfaction?

When it comes to measuring customer satisfaction, the ongoing debate revolves around CSAT versus NPS. 

CSAT: Customer Satisfaction Score

NPS: Net Promoter Score

Each have their own set of strengths and weaknesses. To determine which customer success metric is most relevant to your business, it is crucial to assess how each aligns with your objectives.

If your aim is to enhance the customer experience and foster customer loyalty, NPS may be the ideal choice. On the other hand, if you wish to gauge the effectiveness of specific customer interactions, CSAT is more applicable. It is important to note that one metric should not be favored over the other, as they both offer valuable insights into customer satisfaction.

The combination of CSAT and NPS can yield highly effective results. For instance, our support team has implemented an automated workflow that utilizes NPS surveys to measure overall customer satisfaction. Additionally, they utilize CSAT to evaluate specific interactions, such as closing a support ticket or assessing a new product feature. By leveraging both metrics, our team gains a comprehensive understanding of customer satisfaction across various touchpoints.

CSAT uses different scales (e.g. 1-5, 1-10) to measure customer satisfaction by asking clients to rate their satisfaction level. CSAT focuses on measuring customer satisfaction at a specific moment, without considering future predictions or trends. CSAT utilizes a unique formula and interpretation to assess customer satisfaction.

The Net Promoter Score (NPS) evaluates customer loyalty based on the likelihood of customers recommending a product or service to others on a scale typically from 0 to 10. This metric looks ahead to gauge the probability of customers interacting with your brand in the upcoming period.

In Conclusion:

CSAT is a measure of how satisfied customers are with their experience with your product.

NPS is a measure of how likely they are to recommend your products/services to people in circle.