CSAT Score vs. NPS (and How to Raise Both)
There are lots of metrics floating around the customer service industry—it’s hard to keep them straight! But the two we hear most often are CSAT scores and NPS®. You know they’re both important, but what’s the difference? They’re both short, often one-question surveys that use numerical scales. The big difference? CSAT scores (customer satisfaction) measure one specific [...]