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 measures customer satisfaction at a specific moment, while NPS gauges overall loyalty and likelihood to recommend.
How do you calculate CSAT?
CSAT is typically calculated by asking customers to rate their satisfaction on a scale, then averaging the scores.
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 is more important for a business?
It depends on your goals. CSAT is great for immediate feedback, while NPS is better for long-term loyalty insights.
Can I use both metrics together?
Absolutely! Using both can provide a comprehensive view of customer satisfaction and loyalty.
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