What are the advantages of NPS over CSAT?
An example of an AI chatbot conversation about NPS vs CSAT advantages.
What are the advantages of NPS over CSAT?
NPS, or Net Promoter Score, focuses on customer loyalty and future behavior, while CSAT measures satisfaction with a specific interaction.
Can you explain how NPS is calculated?
NPS is calculated by asking customers how likely they are to recommend your product on a scale of 0-10. Scores of 9-10 are promoters, 7-8 are passives, and 0-6 are detractors.
Why is customer loyalty important for businesses?
Customer loyalty leads to repeat business, referrals, and can significantly reduce marketing costs, making it crucial for long-term success.
Are there any drawbacks to using NPS?
Yes, NPS can oversimplify customer feedback and may not capture the full customer experience, so it's best used alongside other metrics.
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