What is the difference between CSAT and NPS?
An example of an AI chatbot conversation about comparing CSAT and NPS metrics.
What is the difference between CSAT and NPS?
CSAT measures customer satisfaction at a specific moment, while NPS gauges overall loyalty and likelihood to recommend.
How do I calculate CSAT?
CSAT is calculated by asking customers to rate their satisfaction on a scale, then dividing the number of satisfied customers by the total responses.
What about NPS? How is it calculated?
NPS is calculated by asking customers how likely they are to recommend your service on a scale of 0-10, then subtracting the percentage of detractors from promoters.
Which metric should I use for my business?
It depends on your goals. Use CSAT for immediate feedback and NPS for long-term loyalty insights.
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