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Having made a significant impact on the CX (customer experience) world two decades ago, NPS (Net Promoter Score) continues to...
It is undoubtedly true that achieving sustainable customer satisfaction through unparalleled customer experiences is the main differentiating factor for today’s...
It is not surprising that customer satisfaction is more than a buzzword in today’s competitive landscape. Meeting customer needs through...
NPS is a metric gauging customer loyalty by assessing their likelihood to recommend your brand or product. It relies on a single question: “On a scale of 0 to 10, how likely are you to recommend us?” Respondents are categorised as Promoters (score 9-10), Passives (score 7-8), or Detractors (score 0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
CSAT measures customer satisfaction regarding a specific product, service, or interaction, usually using a rating scale (e.g., 1-5). The CSAT score is calculated by dividing the number of satisfied customers (usually rating 4 or 5) by the total number of survey responses and multiplying by 100.
NPS is determined by subtracting the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to +100.
CSAT surveys ask customers to rate their overall satisfaction. The CSAT score is the percentage of satisfied customers (those rating 4 or 5).
Measure NPS periodically (e.g., quarterly or annually) to assess overall customer loyalty and identify improvement areas.
CSAT is best for specific touchpoints, like after a purchase or service interaction, to promptly address pain points.
NPS focuses on overall brand loyalty, while CSAT is transactional and specific to products or services. NPS tracks long-term loyalty, while CSAT highlights short-term satisfaction.
Both are valuable. NPS offers insights into loyalty trends, while CSAT pinpoints specific issues. Using both provides a holistic view of customer experience. Therefore, it is best to always aim for a higher net promoter score and customer satisfaction score.
Yes, NPS and CSAT scores complement each other. NPS provides a big-picture view, while CSAT delves into details. Use NPS for strategic decisions and CSAT for tactical improvements.
Artiwise enables the collection of actionable customer insights from multiple channels and analyses customer feedback through sentiment and root cause analysis. With its robust VoC analytics capabilities, the platform identifies the primary drivers behind your current CSAT and NPS scores. Additionally, it offers insights into the actions necessary to enhance these scores and how such improvements will impact your overall performance. Therefore, by leveraging Artiwise’s AI-powered features and comprehensive reports, you can elevate your NPS score effectively.
There’s no universal ideal score; it varies by industry and context. It is best to aim for continuous improvement rather than a specific number.
