CSAT vs NPS vs CES: what each score measures
CSAT, NPS and CES are three scores that measure how customers feel. CSAT, the customer satisfaction score, rates one interaction. NPS, the Net Promoter Score, asks how likely a customer is to recommend you. CES, the customer effort score, asks how easy it was to get help.
Each score uses its own scale. CSAT usually runs from 1 to 5. The score is the share of 4s and 5s. NPS runs from 0 to 10. Answers of 9 or 10 are promoters, and 0 to 6 are detractors. The NPS is the percentage of promoters minus the percentage of detractors. CES often runs from 1 to 7, and the question decides which end is good.
In a CRM, each response can land on the customer who gave it. In Laureo, on Business and Ultra, one survey builder has a preset for each score. A low score opens a follow-up task. For CSAT that is 1 or 2, for NPS 0 to 6, for CES 5 to 7.
Example: a support team sends CSAT when it resolves a ticket. It sends NPS to its customers once a quarter, and CES after a self-service task.
What is the difference between CSAT, NPS and CES?
CSAT rates one interaction, NPS rates loyalty, and CES rates the effort to get help. CSAT and CES describe one moment, while NPS describes the whole relationship.
| Score | What it asks | Scale in Laureo | A good moment to send it |
|---|---|---|---|
| CSAT | How satisfied were you with this interaction? | 1 to 5 | Right after a ticket is resolved |
| NPS | How likely are you to recommend us, from 0 to 10? | 0 to 10 | On a schedule, to a segment of customers |
| CES | How easy was it to get your problem solved? | 1 to 7 | After a support or self-service task |
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