A common question we receive from clients is: how do Net Promoter Score (NPS) surveys differ from Customer Satisfaction (CSAT) scores, and how can you find the right balance between the two for your business?

Think of it like a health check-up. NPS is akin to a biannual doctor’s visit, while CSAT is like using your fitness wearable for daily performance tracking.

Let’s break down what each measure can offer your brand.

Net Promoter Score (NPS)

NPS assesses a customer’s long-term experience and loyalty to your brand. It gives you valuable insights into how happy your customers are, whether they’re likely to buy from you again, and if they’ll recommend your brand to others. To maximise the value of NPS, treat it like a periodic check-up—a biannual visit to the doctor to monitor your vital signs and ensure everything’s on track. This allows you to capture a broader view of customer sentiment and loyalty over time.

Customer Satisfaction Score (CSAT)

CSAT, on the other hand, measures customer satisfaction after a specific interaction or transaction. It provides quick, actionable feedback on what’s working and what needs improvement. This is your daily fitness wearable—a tool you can use frequently to check on your business’s operational health. By regularly monitoring CSAT, you can identify specific areas that need immediate attention and adjust quickly to enhance customer satisfaction.

So, which should you use—and when?

Just as you wouldn’t neglect your routine doctor’s visits or daily health monitoring, you shouldn’t choose one metric over the other. Both NPS and CSAT offer unique insights into your brand’s health. NPS informs your long-term strategy, helping you track trends and customer loyalty, while CSAT highlights immediate operational issues that may need quick fixes. Together, they provide a comprehensive view of your brand’s performance, enabling you to make informed decisions for both short-term adjustments and long-term growth.