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CSAT vs. NPS FAQs
{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is the main difference between CSAT and NPS?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eCSAT:\u003c/strong\u003e Measures customer satisfaction with specific interactions or touchpoints.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eNPS:\u003c/strong\u003e Measures overall customer loyalty and willingness to recommend the brand.\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"When should I use CSAT instead of NPS?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eUse CSAT after specific customer interactions (e.g., support calls, purchases) to gain targeted insights on transactional satisfaction.\u003c/p\u003e"}},{"@type":"Question","name":"When should I use NPS instead of CSAT?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eUse NPS for periodic health checks on overall customer loyalty or to measure the impact of broad initiatives on customer advocacy.\u003c/p\u003e"}},{"@type":"Question","name":"Can I use CSAT and NPS together?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eYes, using both metrics provides a comprehensive view of customer satisfaction and loyalty, helping you identify trends and guide strategic improvements.\u003c/p\u003e"}},{"@type":"Question","name":"How often should I send CSAT and NPS surveys?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eCSAT:\u003c/strong\u003e Immediately after specific interactions to capture accurate feedback.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eNPS:\u003c/strong\u003e Periodically (e.g., quarterly) to monitor overall brand health.\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"How are CSAT and NPS calculated?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n \u003cli\u003e\n \u003cp\u003e\u003cstrong\u003eCSAT:\u003c/strong\u003e\u003cbr /\u003e\n CSAT (%)= Number of satisfied customers / Total number of responses \u0026times; 100\u003cbr /\u003e\n CSAT (%)=Total number of responses / Number of satisfied customers \u0026times;100\u003c/p\u003e\n \u003c/li\u003e\n \u003cli\u003e\n \u003cp\u003e\u003cstrong\u003eNPS:\u003c/strong\u003e\u003cbr /\u003e\n NPS=%Promoters\u0026minus;%DetractorsNPS=%Promoters\u0026minus;%Detractors\u003c/p\u003e\n \u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"How many questions should I include in a CSAT or NPS survey?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eCSAT:\u003c/strong\u003e 1-2 targeted questions to keep the survey short and focused.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eNPS:\u003c/strong\u003e The core NPS question plus 1-2 follow-up questions like, \u0022What was the primary reason for your score?\u0022\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What are the strengths of CSAT and NPS?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eCSAT:\u003c/strong\u003e\n \u003cul\u003e\n \u003cli\u003eProvides granular, targeted feedback on specific interactions.\u003c/li\u003e\n \u003cli\u003eIdentifies specific improvement areas.\u003c/li\u003e\n \u003cli\u003eEasy to implement and analyze.\u003c/li\u003e\n \u003c/ul\u003e\n \u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eNPS:\u003c/strong\u003e\n \u003cul\u003e\n \u003cli\u003eOffers a broad indicator of brand health.\u003c/li\u003e\n \u003cli\u003eEnables benchmarking against industry standards.\u003c/li\u003e\n \u003cli\u003eMeasures willingness to promote your brand.\u003c/li\u003e\n \u003c/ul\u003e\n \u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"How can NICE help with CSAT and NPS measurement?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eNICE provides innovative solutions like \u003cstrong\u003eEnlighten AI for Customer Satisfaction (CSAT)\u003c/strong\u003e and \u003cstrong\u003eCXone\u003c/strong\u003e to automatically measure satisfaction, deliver actionable insights, and improve customer satisfaction and loyalty.\u003c/p\u003e"}},{"@type":"Question","name":"How can I act on CSAT and NPS insights to improve service?","acceptedAnswer":{"@type":"Answer","text":"\u003cul\u003e\n \u003cli\u003eIdentify patterns and root causes in customer feedback.\u003c/li\u003e\n \u003cli\u003eClose the feedback loop with customers to show you value their input.\u003c/li\u003e\n \u003cli\u003eUse CSAT data to explain fluctuations in NPS scores and prioritize improvements.\u003c/li\u003e\n\u003c/ul\u003e"}}]}
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