Survey Types

NPS vs CSAT vs CES: Which Metric to Track?

Quick Summary Each type of metric tells its own story, but they work together to provide a fuller picture of how your customers view you. Combining all three metrics in CX dashboards and driver analysis helps you understand what impacts loyalty and what causes churn. Timing is critical to capture honest and accurate sentiment. The Importance of Measuring Customer Sentiment Measuring customer sentiment about your brand is key to growth and retention. By monitoring your Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), you get a more complete picture of customer experience (CX), as each answers a different question about loyalty, satisfaction, and ease of interaction. It’s important to match the metric to the moment: NPS for relationship health CSAT for transactional satisfaction CES for effort in completing tasks Taken together, these metrics give you a holistic picture of what drives customer loyalty and where you need to act. Webinar Predictive Retention How to Spot Customer Churn Before It Happens Watch Now What Each Metric Measures When comparing NPS vs. CSAT vs CES, you need to understand how each works and what they tell you about your customers. Net Promoter Score (NPS) NPS measures customer loyalty and advocacy through one simple question: “How likely are you to recommend our company to a friend or colleague?” Responses range from 0 to 10, classifying customers as: Promoters (9–10) Passives (7–8) Detractors (0–6) You calculate the score by subtracting the percentage of detractors from promoters. It’s a great […]