What is the difference between CSAT and NPS?
An example of an AI chatbot conversation about CSAT and NPS metrics.
What is the difference between CSAT and NPS?
CSAT stands for Customer Satisfaction Score, while NPS stands for Net Promoter Score. CSAT measures customer satisfaction at a specific point in time, while NPS gauges customer loyalty and their likelihood to recommend your product or service.
How do you calculate CSAT?
CSAT is typically calculated by asking customers to rate their satisfaction on a scale, usually from 1 to 5. You then take the percentage of customers who rated their experience as a 4 or 5.
And how is NPS calculated?
NPS is calculated by asking customers how likely they are to recommend your company on a scale of 0 to 10. You subtract the percentage of detractors (0-6) from the percentage of promoters (9-10) to get your NPS score.
Which metric is more important for my business?
It depends on your goals. If you're focused on immediate customer satisfaction, CSAT is key. For long-term loyalty and growth, NPS is more valuable.
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