The Customer Satisfaction Score differs from NPS in that CSAT measures customer satisfaction with the company’s service, whereas NPS measures customer loyalty. Additionally, CSAT questionnaires use service-specific questions that focus on aspects of the customer’s experience, e.g., “How would you rate the user interface?” and typically include multiple questions.
The Customer Satisfaction Score differs from NPS in that CSAT measures customer satisfaction with the company’s service, whereas NPS measures customer loyalty. Additionally, CSAT questionnaires use service-specific questions that focus on aspects of the customer’s experience, e.g., “How would you rate the user interface?” and typically include multiple questions.
