{"id":9946,"date":"2023-06-07T10:07:43","date_gmt":"2023-06-07T03:07:43","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=9946"},"modified":"2025-02-13T15:21:03","modified_gmt":"2025-02-13T08:21:03","slug":"which-nps-csat-or-ces-score-is-the-best-to-use","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/which-nps-csat-or-ces-score-is-the-best-to-use\/","title":{"rendered":"Distinguishing between NPS, CSAT, CES \u2013 Which metric is best for measuring CX?"},"content":{"rendered":"

Need to think right about customers and customer service<\/b><\/h2>\n

For a business, the core element that makes up its success is its customers. Knowing who your customers are and how they feel on their journey is what your business needs to do if it wants to connect with them and build a long-term relationship with them.<\/span><\/p>\n

Accordingly, businesses need to focus on metrics or toolkits that help measure their experience. NPS, CES, and CSAT are all metrics that measure CX customer experience.\u00a0<\/span><\/p>\n

70% managers believe that CX will help their companies create a distinct competitive advantage. So how are these indicators measured and what role do they play in improving business services?\u00a0<\/span><\/p>\n

NPS \u2013 Net Promoter Score<\/b><\/h2>\n

NPS is a measure of how likely customers are to continue using your product and recommend it to others.<\/p>\n

NPS answers the question \u201cHow likely are you to recommend (company, product, service, etc.) to a friend or colleague?\u201d. This metric can help measure the quality of a company\u2019s products and services. It also provides valuable data on the likelihood of generating new orders from existing customers.<\/span><\/p>\n

NPS Formula = % Promoters \u2013 % Detractors<\/i><\/b><\/p><\/blockquote>\n

\"NPS<\/p>\n

Read more about: Net Promoter Score<\/a><\/span><\/span><\/p>\n

CSAT \u2013 Customer Satisfaction<\/b><\/h2>\n

CSAT is a measure of customer satisfaction.<\/p>\n

CSAT is measured through the question: \u201cHow would you rate your satisfaction with (product\/service\/space\/staff attitude,\u2026)?\u201d CSAT is used to measure customer satisfaction with a specific process or event.\u00a0<\/span><\/p>\n

Survey questions can be divided into two common scales:\u00a0<\/span><\/p>\n