CSAT measures how satisfied customers are with a specific product, feature, service, or interaction.<\/strong><\/p>\n\n\n\n Usually the customer is asked:<\/p>\n\n\n\n \u201cHow satisfied were you with this experience?\u201d<\/p>\n<\/blockquote>\n\n\n\n Common scale:<\/p>\n\n\n\n 1 to 5 Example:<\/p>\n\n\n\n After using a new checkout feature, customers rate it 4.5 out of 5<\/strong>.<\/p>\n<\/blockquote>\n\n\n\n Teaching line:<\/strong><\/p>\n\n\n\n CSAT tells us whether customers are happy with what was delivered.<\/p>\n<\/blockquote>\n\n\n\n NPS measures customer loyalty and likelihood of recommendation.<\/strong><\/p>\n\n\n\n Usually the customer is asked:<\/p>\n\n\n\n \u201cHow likely are you to recommend this product to a friend or colleague?\u201d<\/p>\n<\/blockquote>\n\n\n\n Scale:<\/p>\n\n\n\n 0 to 10<\/p>\n<\/blockquote>\n\n\n\n General interpretation:<\/p>\n\n\n\n Teaching line:<\/strong><\/p>\n\n\n\n NPS tells us whether customers like the product enough to recommend it.<\/p>\n<\/blockquote>\n\n\n\n CES measures how easy or difficult it is for customers to complete a task.<\/strong><\/p>\n\n\n\n Usually the customer is asked:<\/p>\n\n\n\n \u201cHow easy was it to complete this task?\u201d<\/p>\n<\/blockquote>\n\n\n\n Example tasks:<\/p>\n\n\n\n Teaching line:<\/strong><\/p>\n\n\n\n CES tells us how much effort the customer had to spend. Lower effort usually means a better user experience.<\/p>\n<\/blockquote>\n\n\n\n For a campus food ordering app:<\/p>\n\n\n\n CSAT \u2014 Customer Satisfaction Score CSAT measures how satisfied customers are with a specific product, feature, service, or interaction. Usually the customer is asked: \u201cHow satisfied were you with this experience?\u201d Common scale: 1 to 51 = very dissatisfied5 = very satisfied Example: After using a new checkout feature, customers rate it 4.5 out of … <\/p>\n\n
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1 = very dissatisfied
5 = very satisfied<\/p>\n<\/blockquote>\n\n\n\n\n
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\n\n\n\nNPS \u2014 Net Promoter Score<\/h3>\n\n\n\n
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Score<\/th> Meaning<\/th><\/tr><\/thead> 9\u201310<\/strong><\/td> Promoters \u2014 very satisfied and likely to recommend<\/td><\/tr> 7\u20138<\/strong><\/td> Passive \u2014 satisfied but not strongly loyal<\/td><\/tr> 0\u20136<\/strong><\/td> Detractors \u2014 unhappy or unlikely to recommend<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n \n
\n\n\n\nCES \u2014 Customer Effort Score<\/h3>\n\n\n\n
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\n\n\n\nSimple comparison<\/h3>\n\n\n\n
Metric<\/th> Main question<\/th> Measures<\/th><\/tr><\/thead> CSAT<\/strong><\/td> Are customers satisfied?<\/td> Satisfaction<\/td><\/tr> NPS<\/strong><\/td> Would customers recommend us?<\/td> Loyalty\/recommendation<\/td><\/tr> CES<\/strong><\/td> Was it easy for customers?<\/td> Ease of use \/ effort<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n Easy example<\/h3>\n\n\n\n
Metric<\/th> Example question<\/th><\/tr><\/thead> CSAT<\/strong><\/td> \u201cHow satisfied are you with the food ordering app?\u201d<\/td><\/tr> NPS<\/strong><\/td> \u201cWould you recommend this app to other students?\u201d<\/td><\/tr> CES<\/strong><\/td> \u201cHow easy was it to place your order?\u201d<\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"