CSAT vs. NPS

What’s the Difference and Why Should Online Stores Care?

Let’s talk about CSAT and NPS—two simple but powerful ways to understand your customers.

CSAT (Customer Satisfaction Score) Measures how happy your customers are with something specific, like a product or service. You ask:

"How satisfied are you with the product/service you purchased?"

Customers rate their satisfaction on a 1-to-5 scale (avoid 1-to-10—it has a wishy-washy midpoint). CSAT is perfect for spotting issues, improving your offerings, and tracking emotions.

NPS (Net Promoter Score) is different. It asks:

"How likely are you to recommend the product/service to a friend/family?"

Scores range from 0 to 10, revealing brand loyalty. Fans (9–10) love you, neutrals (7–8) are meh, and critics (0–6) might badmouth you.

Here’s the kicker: NPS can work with non-customers! For instance, someone could recommend Rolls-Royce based on reputation without ever owning one. But if you asked how satisfied they are with it, they’d draw a blank.

For online stores:

Use CSAT after purchases to measure immediate satisfaction and NPS to track loyalty and brand perception over time.

According to Bain & Company, businesses with high NPS scores grow 2.5x faster. Combine CSAT and NPS to boost satisfaction, loyalty, and growth.

It’s not about being perfect—it’s about listening, improving, and thriving. Start small, measure often, and let your customers guide your success!