When we speak about understanding customer experience and satisfaction, we naturally talk about two metrics: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). However, which one is most suitable for you? While NPS and CSAT all measure how your company, products, and services are perceived by your customers, there are nuances that make one better than the other based on your use case and business goals. In this article, we’ll explore their differences and help you understand how to use each for measuring your customer experience. CSAT is Customer Satisfaction, which helps you measure how happy and satisfied customers are with the products they have used. Wherein NPS is a Net Promoter Score, which helps you measure customer’s loyalty and how likely they are to recommend your product to their friends and family. Customer satisfaction and net promoter score are the most effective measures of understanding customers’ wants and understanding their behaviour and experiences.
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