CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) are both customer experience metrics that can be used to measure the satisfaction of customers. However, they differ in several key ways.
CSAT measures the level of customer satisfaction with a specific product or service. It is typically measured by asking customers to rate their satisfaction with a particular aspect of their experience, such as a recent purchase or a customer service interaction. CSAT scores are usually expressed as a percentage, with higher percentages indicating higher levels of customer satisfaction.
NPS, on the other hand, measures customer loyalty and their likelihood to recommend a company or product to others. It is typically measured by asking customers to rate how likely they are to recommend a company or product on a scale of 0-10, with 0 being not at all likely and 10 being extremely likely. NPS scores are usually expressed as a number between -100 and +100, with higher scores indicating higher levels of customer loyalty and advocacy.While both metrics are useful for measuring customer experience, they serve different purposes. CSAT is best used to measure specific interactions or experiences, while NPS is best used to measure overall customer loyalty and advocacy. In addition, NPS is often seen as a more predictive metric, as it can be a strong indicator of future growth and customer retention.
It is also worth noting that while CSAT and NPS are different metrics, they can be used together to gain a more comprehensive understanding of customer experience. For example, you may use CSAT to measure satisfaction with a specific product or service, and use NPS to measure overall loyalty and advocacy. Together, these metrics can help you identify areas where you need to improve your customer experience, and take action to drive growth and customer loyalty.
For example, if 200 customers respond to the survey and 150 of them rate their experience as a 4 or 5, the CSAT score would be 75% (150/200 = 0.75 or 75%).
The CSAT score can help organizations identify the areas where customers are most satisfied and the areas where improvement is required.