What’s the Difference Between CSAT, NPS, and CES?

CSAT

The CSAT score measures customer satisfaction with one specific interaction. For example, that one time, your customer purchased one of your products on your website, used your service, or received help from your support team.

Here’s what a typical CSAT survey question looks like:

Check out our step-by-step guide to creating your CSAT surveys using Excel and CSAT survey tools.

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How CSAT is different from NPS and CES:

• Unlike the NPS score, the CSAT score does not gauge loyalty or willingness to recommend your business. 
• Unlike the CES score, the CSAT score does not gauge the perceived effort involved in any interaction between your customer and your business.
• CSAT score ranges from 0 to 100%. A good CSAT score ranges from 60-80%, while an excellent CSAT score is between 80-100%.

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NPS

The NPS score measures customer loyalty and willingness to recommend your business. For example, an NPS survey may help identify a customer who’s had a great experience using your product for five years and always received timely assistance from your support organization as your loyal promoter. The same survey can help identify your passives and detractors.

Here’s what a typical NPS survey question looks like:

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How NPS is different from CSAT and CES:

• Unlike the CSAT score, the NPS score does not gauge customer satisfaction with one specific interaction but with all interactions combined.
• Unlike the CES score, the CSAT score does not gauge the perceived effort involved in any interaction between your customer and your business.
• NPS score range is from -100 to 100. A good NPS score ranges from 35-50, while an excellent CSAT score is above 50.

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CES

The CES score measures the perceived effort of a particular interaction with your business. For example, it helps identify how easy it is for your customers to download your product from your website, find a knowledge base article, install the product, get help from the support team, etc.

Here’s what a typical CES survey question looks like:

Check out our step-by-step guide to creating your CES surveys using Excel and CES survey tools.

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How is CES different from CSAT and NPS:

• Unlike the CSAT score, the CES score does not gauge customer satisfaction with one specific interaction but measures the perceived effort involved.
• Unlike the NPS score, the CES score does not gauge loyalty or willingness to recommend your business.
• CES score range is from 0 to 100%. A good CES score ranges from 60-80%, while an excellent CES score is above 80%.