Companies with NPS above 50 grow 2.5x faster than competitors
Understanding
NPS & CSAT
Learn the difference between Net Promoter Score and Customer Satisfaction surveys, when to use each, and how they help you build a better product.
Your NPS & CSAT Journey
NPS vs CSAT: What's the Difference?
Both are essential customer feedback surveys, but the Net Promoter System and customer satisfaction surveys answer different questions and serve different purposes.
Net Promoter Score (NPS)
The Net Promoter System measures customer loyalty and likelihood to recommend
The NPS Questionnaire:
"On a scale of 0-10, how likely are you to recommend [product] to a friend or colleague?"
The Net Promoter Score Formula:
Calculation for NPS = % Promoters - % Detractors
Net Promoter Score ranges from -100 to +100
Best For:
- ✓Measuring overall brand loyalty
- ✓Tracking long-term satisfaction trends
- ✓Benchmarking against competitors
- ✓Predicting growth and referrals
Customer Satisfaction (CSAT)
Customer satisfaction survey measures happiness with a specific interaction or feature
The Customer Experience Survey Questions:
"How satisfied were you with [specific experience]?"
Usually rated 1-5 (Very Unsatisfied to Very Satisfied)
How It's Calculated:
CSAT = (# Satisfied / Total Responses) × 100%
Score ranges from 0% to 100%
Best For:
- ✓Measuring satisfaction with specific features
- ✓Evaluating support interactions
- ✓Testing new features or changes
- ✓Getting immediate, actionable feedback
When Should You Use Each Feedback Survey?
📊 Use Net Promoter Score Surveys When...
- →You want to measure overall relationship with your brand
- →You're tracking quarterly or annual performance
- →You want to benchmark against industry standards
- →You need a single metric for executive reporting
⭐ Use Customer Satisfaction Surveys When...
- →You want feedback on a specific touchpoint or feature
- →You need immediate, actionable insights
- →You're testing a new feature or product change
- →You want to measure support quality
Pro Tip: Use both feedback surveys! NPS score surveys for big-picture health, CSAT for specific improvements.
What's a "Good" Score?
Net Promoter Score Benchmarks
World-class, loyal customer base
Strong performance, room to improve
Industry average, needs attention
Critical issues, immediate action needed
Customer Satisfaction Survey Benchmarks
Outstanding customer satisfaction
Above average performance
Meets expectations, can improve
Significant problems to address
Note: Benchmarks vary by industry. SaaS companies typically score higher than traditional industries.
Common Mistakes to Avoid
Asking at the Wrong Time
Don't send your NPS questionnaire on day 1. Wait until customers have experienced value (typically 30-90 days).
Survey Fatigue
Don't bombard users with feedback surveys. Limit Net Promoter surveys to quarterly, customer satisfaction survey templates to specific touchpoints only.
Ignoring the Follow-Up
Always ask "Why?" after the score. The qualitative feedback is often more valuable than the Net Provider Score number.
Not Taking Action
Collecting scores without acting on customer feedback surveys is worse than not asking at all. Always close the loop.
Your NPS & CSAT Journey
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