When should you use CSAT vs. NPS?

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It depends on what you want to know. CSAT is often measured before and after a product update to check how users react. NPS, on the other hand, can be used to see how likely your current customer base is to switch to a competitor's product to assess that risk.

What is a good NPS score?
 

Let’s refer to the results of the Temkin Group’s benchmark study (2018), which analyzed the NPS of 342 companies in 20 industries.

As you can see, the averages vary by industry. USAA's banking business scored the highest in the study at 65, while Spectrum (TV/internet services) and Con Edison of New York (utilities) scored the lowest at -16 and -12, respectively.

Your goal should be to exceed the industry average to stay canada telegram number database competitive. For example, if you are in the credit card industry, aim for an NPS score above 25.

NPS Benchmarks for Fortune 500 Companies
 

If you’re curious about how major multinational US companies rank on the NPS scale, check out their public scores:


View the rest of the NPS benchmarks here.

NPS Survey Tool
 
SurveySparrow
 

SurveySparrow is an omnichannel customer experience management platform that can be used to measure NPA, CSAT, and another metric, callet CES (Customer Effort Score). You can create conversational surveys in any language, then use business intelligence features to identify underlying patterns and predict trends. SurveySparrow also has extensive integrations through tools such as Slack, Microsoft Teams, Google Analytics, Google Ads, Salesforce, and more.


Qualtrics is another great all-in-one customer experience management tool to consider. To prevent customers from churn, Qualtrics automatically recommends actions to the appropriate teams in the tools they use. Like SurveySparrow, Qualtrics also allows you to integrate with nearly any tool you can think of, so you can integrate and manage a wide range of customer data in one centralized location.

Promoter.io

If you’re not looking for a million integrations and just want to focus on the relevant data, I recommend the no-frills option of Promoter.io. It’s relatively cheap, and you can start with their free plan to see if it’s a good fit for your business. Promoter.io also offers customer support in 27 languages, so no matter where you are in the world, you’ll most likely get guidance on how to operate the tool.


Summarize

The NPS scoring system is one of the most important tools for measuring customer experience. It’s unique in that it tracks changes over time, gives you insight into the big picture, and is easy to benchmark against your competitors. Most importantly, NPS can help you focus on obvious problems in the customer experience you provide so that you can quickly address them and reduce customer churn.