CSAT vs NPS: A Complete Guide to Customer Feedback Metrics
Pratyusha Guha
CSAT and NPS measure customer sentiment, but they’re often misunderstood or used interchangeably. The main difference between CSAT and NPS lies in their scope. CSAT (Customer Satisfaction Score) measures immediate satisfaction with a specific interaction, while NPS (Net Promoter Score) gauges long-term customer loyalty and overall brand perception. In this guide, we’ll break down how...