If you’re running a small retail or professional services business, you’ll want to measure how happy your customers are with your business.
CSAT (Customer Satisfaction) and NPS (Net Promoter Score) are two methods used to measure customer satisfaction and loyalty.
Both are designed to help businesses understand how well they are meeting the needs of their customers and identify areas where they can improve.
CSAT measures customers’ satisfaction with a specific interaction or experience with a company.
It typically involves asking customers to rate their satisfaction on a scale, such as from 0 to 10 or from “very unsatisfied” to “very satisfied.”
CSAT is useful for identifying specific areas where customers are having problems or are particularly happy with a company’s products or services.
NPS, on the other hand, measures overall customer loyalty to a company. It asks customers to rate the likelihood that they would recommend the company’s products or services to a friend or colleague on a scale from 0 to 10.
Customers are then divided into three groups based on their score: promoters (9-10), passives (7-8), and detractors (0-6).
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
There is no one “better” method for measuring customer satisfaction and loyalty, as each has its own strengths and limitations.
Ultimately, the best approach will depend on the needs and goals of the business.
We love Delighted because it’s so easy to get setup, you could be gathering feedback in as little as 5 minutes and offer integrations such as Salesforce, Shopify, and other proper CRMs!
We also think you should consider AskNicely because it offers more advanced reporting, Autoresponders, Custom Reports, Customer Relationship Management (CRM), and much more!
Based on our review, Delighted is the best Customer Satisfaction (CSAT) Platform right now.
The fastest and easiest way to gather actionable customer, product, and employee feedback
Customize your surveys to your brand and desired insight
Add your logo, customize colors, create a branded survey page — all within the NPS software, no coding required. Surface focused insights by customizing the NPS question to who you are surveying (customers or employees) and what you’d like feedback on (a feature, recent transaction, or the overall experience with your company).
Deliver your surveys at the right time and place
Schedule surveys to send at routine intervals with Autopilot to measure NPS over time. Or, automatically trigger surveys based on key customer journey touchpoints using the Delighted API for highly focused feedback.
Calculate and track your NPS
Calculate your NPS automatically in real time as survey responses roll in.
Benchmark your NPS for instant industry comparison
Stay up-to-date with how your NPS stacks up to industry standards with the Benchmarks report.
AskNicely provides a platform for service businesses to empower their frontline teams, make every customer experience awesome, and accelerate growth.
Connect real-time customer feedback with all your teams, systems and processes, based on the Net Promoter Score (NPS®) framework.
Start conversations, not interrogations
Automatically collect customer feedback directly after they receive service with customizable surveys that customers love.
Super flexible, always nice
Get feedback via email, SMS, or web for industry-leading response rates. Track any customer experience metric including NPS, 5-Star, CSAT or Customer Effort Score.
Share feedback where your teams will see it
Publish customer feedback in real-time to the right screen for each role including TV, mobile app, Powerpoint and Slack plus integrations with 40+ CRM platforms including Salesforce.