NPS, CSAT

Now-a-days business is data driven. While we focus more on the results, charts and trends, it is important to understand the metric itself and how it is calculated. Let's take the customer satisfaction measures NPS, CSAT.

NPS - Net Promoter Score

In NPS, users are prompted to answer two questions.

1. How likely is it you would recommend us to a friend?
2. Tell us more (Optional)

Then each user's results are aggregated and NPS calculated with % of Promoter and % of Detractors.

NSAT - Net Satisfaction

NSAT is derived from CSAT which customer satisfaction score. CSAT is a 5 point scale rating.

Then each user's results are aggregated and NSAT calculated with % of Very Satisfied users and % of Dissatisfied users using the formula.

NPS, NSAT

Though NPS and NSAT looks to be different cutomer satisfaction measures. NPS is more of measuring the customer loyalty, NSAT is more with customer satisfaction. We need to chooise the matric based on the business need.