What is the difference between NPS and CSAT?
An example of an AI chatbot conversation about NPS and CSAT metrics.
What is the difference between NPS and CSAT?
NPS (Net Promoter Score) measures customer loyalty, while CSAT (Customer Satisfaction Score) gauges customer satisfaction.
How are NPS and CSAT calculated?
NPS is calculated by asking customers how likely they are to recommend your service on a scale of 0-10. CSAT is usually measured by asking customers to rate their satisfaction with a specific interaction or product.
Which one is more important for my business?
It depends on your goals. NPS is great for understanding overall loyalty, while CSAT helps improve specific customer interactions.
Can I use both metrics together?
Absolutely! Using both NPS and CSAT can provide a comprehensive view of customer experience and loyalty.
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