Satisfaction or NPS? Understanding Their Unique Roles in Customer Experience

Should you focus on Customer Satisfaction (CSAT) or Net Promoter Score (NPS)? CSAT provides real-time feedback on specific interactions, while NPS measures long-term loyalty and growth potential. This post explores how these metrics complement each other and why balancing them is key to improving customer experiences and fostering brand loyalty. Discover actionable tips to optimise your customer experience strategy with CSAT and NPS.