Measuring customer satisfaction and NPS

Our best insights and know-hows for sales, marketing, and customer success teams.


Customer satisfaction is frequently used in marketing (also known as CSAT). Customers play an essential role and are crucial to keeping a product or service relevant; therefore, it is in the business's best interest to ensure customer satisfaction and build customer loyalty.

On the other hand, NPS (Net Promoter Score) is used by customer experience programmers. NPS measures the loyalty of customers to a company. NPS scores are calculated with a single-question survey and reported from -100 to +100. A higher score is desirable. CSAT and NPS are essential measures every business needs to collect regularly to view the overall customer experience accurately.

After every engagement, it is important to collect feedback from both customers and the people representing the business that engages with them. The questions should be consistent and straightforward to track the trend over time. These transactional NPS surveys are sent out after the customer interacts with your company (e.g., during a live video call). They are used to understand customer satisfaction on a granular level and provide feedback about a specific topic.

Consider implementing NPS into marketing or customer experience. It can be used with industry NPS benchmarks to see how you’re doing compared to your competitors. It will help you understand your target market better and see how customers respond to your product or service, social media campaigns, and customer service agents. The goal is to gain loyal customers who become brand evangelists rather than just consumers.

© Copyright 2022, Inc. All Rights Reserved. Privacy | Terms | Disclosure Policy | Cookies