What is CSAT and how does it differ from NPS?

CSAT (Customer Satisfaction Score) is a metric that measures the level of customer satisfaction with a specific product, service, or interaction. It is usually measured by a question like "How satisfied are you?" on a scale from 1 to 5 or 1 to 10.

NPS (Net Promoter Score) is a customer loyalty metric based on the question "How likely are you to recommend our product/company to friends or colleagues?" on a scale from 0 to 10. Respondents are divided into promoters, neutrals, and detractors, and the final score is calculated as the difference between the percentage of promoters and detractors.

Main differences:

• CSAT measures current satisfaction with a specific experience or product.
• NPS assesses overall loyalty and likelihood of recommendation.

Example: after a purchase, a customer can rate CSAT, while NPS is more often used to evaluate long-term relationships with the brand.