What is CSAT Score: CSAT, or Customer Satisfaction Score, evaluates immediate satisfaction after a specific interaction or transaction.
CSAT Customer Satisfaction: It directly measures customer satisfaction regarding a particular product, service, or experience.
CSAT Score Calculation: Calculated by averaging customer ratings on a predefined scale (e.g., 1 to 5) and expressing it as a percentage.
b. NPS (Net Promoter Score)
What is NPS: NPS, or Net Promoter Score, assesses a customer's likelihood to recommend a company, product, or service to others.
NPS Customer Loyalty: It focuses on long-term loyalty and advocacy beyond specific interactions.
NPS Score Calculation: Based on a single question asking customers to rate on a scale of 0 to 10 how likely they are to recommend, categorizing respondents into Promoters (9-10), Passives (7-8), and Detractors (0-6).
Formula to find NPS
2. Measurement Scale
a. CSAT Score
Typically, it uses a shorter satisfaction scale, often from 1 to 5 or 1 to 7.
Provides a finer-grained assessment of satisfaction with a specific transaction or touchpoint.
b. NPS
Employs a broader scale from 0 to 10.
Emphasizes the distinction between Promoters, Passives, and Detractors, giving a sense cambodia mobile database of the depth of loyalty.
3. Time Frame and Scope
a. CSAT Score
Measures immediate satisfaction related to a specific event, making it well-suited for transactional assessments.
Offers insights into the quality of individual interactions.
b. NPS
Evaluates long-term loyalty and likelihood to recommend, making it more suitable for gauging overall brand sentiment.
Provides a holistic view of customer loyalty and advocacy over time.