NPS vs CSAT: How These Two Survey Metrics Serve Different Business Goals

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Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) are two widely used survey metrics that measure fundamentally different things. NPS uses a 0–10 scale to gauge overall brand loyalty and likelihood to recommend, producing a score between -100 and +100. CSAT, typically rated on a 1–5 scale, measures satisfaction with a single interaction — such as a support chat or checkout — and is reported as a percentage of positive responses. While NPS is best suited for tracking long-term relationship health and early churn signals, CSAT delivers faster, narrower feedback on specific product or service touchpoints. Most teams benefit from running both metrics in parallel, as they complement rather than replace each other.

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ProgrammingDEV Community ·

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ProgrammingDEV Community ·

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