ATC recently reported exceptional NPS and CSAT scores for Q3 2023. ATC achieved an NPS score of 92.0 and a CSAT of 98.8, which is very commendable if you understand the metrics behind the scores (see below).
Although both NPS and CSAT scores are crucial metrics for businesses, they serve distinct purposes and are utilized to assess varying facets of customer satisfaction and loyalty.
Net Promoter Score (NPS) is based on the question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Based on the response, they are classified into three categories:
- Promoters (score 9-10): These clients are extremely satisfied or loyal to the product or service. They are likely to recommend it to others.
- Passives (score 7-8): These clients are satisfied but not overly enthusiastic to be considered a promoter. They may or may not recommend it to others.
- Detractors (score 0-6): These clients are unhappy with the product or service and are likely to share negative feedback with others.
Customer Satisfaction Score (CSAT) is based on a survey question that asks clients to rate their satisfaction with the product/service on a scale of 1 to 5, where 1 is very dissatisfied and 5 is very satisfied.
The CSAT score is useful for tracking customer satisfaction over time and identifying areas where improvements can be made to enhance the overall customer experience.
Differences Between NPS and CSAT Scores
While CSAT and NPS are both used to measure client satisfaction, they differ in many ways.
NPS measures the overall customer loyalty and willingness to recommend. This metric is also typically used to measure customer loyalty and the health of the business over a period.
CSAT focuses on a specific interaction or experience with a product or service. Using this metric, it’s often used to help identify areas of improvement in the customer experience and help business see potential opportunities to improve.
ATC Committed to be the Best.
ATC is posting its NPS and CSAT scores at 4ATC.com. Both scores will be updated on a quarterly basis to reflect our calendar YTD performance.