Comparing CSAT vs NPS: Unveiling Data-Driven Insights

Welcome to the arena where customer satisfaction takes center stage, as we delve into the dynamic comparison of "CSAT vs. NPS." In gauging customer contentment, these two metrics stand out as confident contenders, each offering a unique perspective on how your business is perceived.

There are no straightforward metrics that depict customer satisfaction and sentiments. 

Yes, you read that right.

Use a CSAT Score Chart. We recommend the chart, especially if you aim to measure your brand strength and stickiness.

A CSAT Score Chart uses a scale between -100 and +100 to display negative and positive sentiments towards a brand. And this makes it incredibly easy to decode.

Values on the -100 side are red. On the other hand, values on the +100 side are green in color. Also, some values are considered neutral. This means some customers neither like nor dislike your brand (as you shall see later).

What is the CSAT Score?

Definition: The customer satisfaction (CSAT) score is the metric for assessing customer service and product quality in businesses.

While customer satisfaction is a general idea, the CSAT score is a more refined metric expressed as a percentage.

A perfect score of 100% is outstanding, while a score of 0% can be catastrophic for a brand. Customer satisfaction essentially reflects how pleased customers are with your business.

The CSAT is one of the most popular loyalty metrics that contribute to a successful Voice of the Customer (VoC) program.

The biggest strength of the customer satisfaction (CSAT) score lies in its simplicity: It's an easy way to close the loop on customer interaction and determine whether or not it was effective in producing happiness.

If the customer experience falls short for any reason, it's easy to identify the exact moment it went wrong and take corrective action. You can also effortlessly monitor satisfaction throughout the customer journey by using the Customer Satisfaction Score (CSAT).

Because it's a brief survey, you can deploy it at different stages of the customer's journey, providing a comprehensive view of how they feel at various touchpoints.

This makes it easier to identify potential bottlenecks and enhance the overall experience.

CSAT links customer feedback surveys to significant moments in the customer’s journey. This allows you to tie customer insights directly to business objectives and assess the success of critical events, such as onboarding.

The ideal time to send a CSAT survey is after a key phase of the customer lifecycle is complete. For instance, surveying customers at the end of onboarding can provide valuable insights into improving the experience.

At this stage, customers have likely formed an opinion on whether your solution addresses their needs, and if it doesn’t, you need that feedback.

The simplicity of the CSAT score makes it easy to conduct this survey multiple times and at multiple touchpoints.

Additionally, the Customer Satisfaction Score (CSAT) can be used immediately following customer support or educational interactions.

For instance, asking a satisfaction question right after a customer completes a knowledge base article allows you to assess its effectiveness.

In essence, CSAT surveys can be utilized at any stage where gauging customer sentiment is valuable — whether during the sales process or when engaging with your content.

You don’t want to skip the next section because we’ll address what is an NPS.

What is the NPS Score?

Definition: Bain and Company introduced the Net Promoter Score in 2003. Net Promoter, NPS, NPS Prism, and many other NPS-related wordages are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc., and Fred Reichheld.

A Net Promoter Score, or NPS, is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.

Positive and higher scores indicate acceptance and satisfaction of the target market.

On the other hand, the negative and lower scores depict dissatisfaction and dislike of your brand and its offering. The NPS is the key performance indicator for measuring brand strength.

Fred Reichheld created the methodology in the early 2000s to measure the likelihood of customers and employees referring a brand to others. Over time, the method has been refined and adopted by thousands of companies worldwide as a staple benchmark in the customer experience life cycle.

The power of the Net Promoter Score (NPS) solution is hidden in the simplicity of just one question: On a scale of 0-10, what is the likelihood of you recommending our company to a friend or colleague?

Once calculated, NPS is an integral part of your overall customer satisfaction strategy.

Yes, you read that right.

The Net Promoter Chart is made up of the following components:

Promoters are customers who give your brand a score of 9 or 10. Besides, they’re loyal with a high lifetime value. Passives are customers who give your brand a score of 7 or 8. Also, they are relatively satisfied and may stay or move on to a competitor if they get attractive offers.

Conversely, detractors are customers who give your brand a score between 0-6. More so, they are the dissatisfied ones who may damage your brand's reputation by writing negative reviews or spreading negativity through word-of-mouth.

To measure Net Promoter Score, subtract promoters from detractors.

In the coming section, we’ll show you the differences between Customer Satisfaction (CSAT) vs. Net Promoter Score (NPS).

CSAT vs. NPS: What’s The Difference?

The main difference between CSAT vs. NPS is the CSAT measures short-term happiness following a recent interaction with your brand. While the NPS focuses on overall brand satisfaction and customer loyalty.

Let’s take a look at the differences between CSAT vs. NPS in more detail:

CSAT vs. NPS (Net Promoter Score) serves different Tasks

Customer satisfaction (CSAT) surveys measure how satisfied your target market is with specific areas or aspects of your business ‒ like customer support, the onboarding process, or a new feature. This gives you an overall idea of the areas you need to improve.

On the other hand, NPS surveys measure overall sentiments towards your brand as a whole. Besides, it’s an indicator of customer loyalty and can help you predict long-term business growth.

CSAT Vs. NPS Surveys are Sent at Different Stages of the Buyer’s Journey

CSAT surveys should be measured right after meaningful touchpoints or milestones.

For example, after closing a support ticket. In this stage, you can easily evaluate the performance of your support reps and the quality of your customer service.

Conversely, the NPS should be measured at the end of a buyer’s journey. It’s advisable to choose neutral touchpoints so that customers don’t link their answers to the most recent interactions.

Also, you can use NPS to measure brand perception after a public relations (PR) crisis.

In the coming section, we’ll show you how to get started with a CSAT and NPS survey results presentation.

You don’t want to miss this.

How to Present NPS and CSAT Survey Results?

Steps to Create NPS & CSAT Chart in Microsoft Excel:

1. Open your Excel Application.
2. Install ChartExpo Add-in for Excel from Microsoft AppSource to create interactive visualizations.
3. Select the CSAT Score Survey Chart from the list of charts.
4. Select your data
5. Click on the “Create Chart from Selection” button.
6. Customize your chart properties to add header, axis, legends, and other required information.
7. Export your chart and share it with your audience.

Steps to Create NPS & CSAT Chart in Google Sheets:

1. Open your Google Sheets Application.
2. Install ChartExpo Add-in for Google Sheets from Google Workspace Marketplace.
3. Select the CSAT Score Survey Chart from the list of charts.
4. Fill in the necessary fields
5. Click on the “Create Chart” button.
6. Customize your chart properties to add header, axis, legends, and other required information.
7. Export your chart and share it with your audience.

FAQs About CSAT vs. NPS

What is the difference between CSAT vs. NPS?

The customer satisfaction (CSAT) score is the metric for assessing the customer service and product quality in your business.

On the other hand, NPS is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.

Higher and positive scores reflect approval and satisfaction among the target audience.

Can you convert NPS to CSAT?

Yes, you can convert NPS (Net Promoter Score) to CSAT (Customer Satisfaction Score) by using a formula that estimates CSAT based on NPS responses.

While NPS measures loyalty and likelihood to recommend, CSAT focuses on overall satisfaction with a specific interaction. You can analyze NPS responses and derive insights to approximate CSAT, but they measure different aspects of customer feedback.

Wrap Up

Visualizing customer satisfaction data is immensely important and equally challenging.

There are no straightforward metrics that depict customer satisfaction and sentiments. 

This is where the CSAT Score Chart comes in.

The aforementioned chart uses a scale of between -100 and +100 to display negative and positive sentiments towards a brand. And this makes it incredibly easy to decode.

What’s the difference between CSAT vs. NPS?

The customer satisfaction (CSAT) score is the metric for assessing the customer service and product quality in businesses.

On the other hand, NPS is a measurement of recommendation for your brand’s product or service on a scale between -100 to 100.

Google Sheets lacks CSAT Score Survey Charts for visualizing Net Promoter Scores (NPS). To access a ready-made CSAT Score Chart, we recommend you install third-party apps, such as ChartExpo, into your spreadsheet application.

Essentially, ChartExpo is an add-on you can easily download and install in your spreadsheet application. More so, the tool comes with insightful and ready-to-go Customer Satisfaction (CSAT) Charts.

Sign up for a 7-day trial to enjoy unlimited access to simple and visually appealing CSAT Score Survey Charts.