What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) in Product Management is a metric used to assess a company’s customer loyalty, satisfaction, and enthusiasm. It is calculated by asking customers one question: “On a scale of 0 to 10, how likely are you to recommend this product/company to a friend or colleague?” Aggregate NPS scores assist businesses in improving service, customer support, delivery, and so on to increase customer loyalty. However, organizations must ensure that NPS surveys do not feel forced, and they should not be the only metric used to determine customer loyalty.
CSAT Vs NPS | Customer Satisfaction (CSAT) Vs Net Promoter Score (NPS)
CSAT (Customer Satisfaction) and NPS (Net Promoter Score), stand out as key indicators of customer sentiment. Both metrics aim to measure different aspects of the customer experience and loyalty. Understanding the distinctions between CSAT and NPS is crucial for businesses seeking to gauge customer satisfaction and loyalty effectively.
Table of Content
- What is Customer Satisfaction (CSAT)?
- What is Net Promoter Score (NPS)?
- CSAT Vs NPS | Customer Satisfaction (CSAT) Vs Net Promoter Score (NPS)
- Conclusion: Customer Satisfaction (CSAT) Vs Net Promoter Score (NPS)
- FAQs on CSAT Vs NPS