CSAT vs NPS: What's the Difference?

NPS and CSAT are some of the most common customer support metrics to track, but it isn’t always obvious what the differences between the two are. We’ll take you through those differences in this video.

NPS and CSAT are sometimes confused with each other because they both fall under the broad category of CX metrics.

- They’re both numerical scales.
- A lot of the time, both NPS and CSAT are one-question surveys.
- They both track some aspect of customer satisfaction, although CSAT does it more directly than NPS.
- Both are important in order to reduce churn and increase retention.

As for the differences?

- NPS measures if your users would recommend your product to other people, CSAT only measures their satisfaction with smaller interactions with your product or support team.

- NPS measures customer loyalty, CSAT measures customer satisfaction.

- NPS is the best metric for overall customer satisfaction and loyalty, whereas CSAT is best for measuring individual features or interactions.

- NPS is a long-term metric and CSAT is a short-term metric.

#cx #customersupport #csat #nps