📌 Introduction
SurveyGauge helps B2B companies measure customer experience (CX) with precision. In this article, we dive into CSAT and NPS – two essential metrics for customer satisfaction and loyalty. Understanding how these metrics work and differ is key to improving your overall customer strategy.
✅ What is CSAT?
CSAT stands for Customer Satisfaction Score – and it’s a direct measure of satisfaction following a specific interaction, such as:
- 📞 After a support call
- 🖥️ Post-onboarding
- 📦 After a service delivery
📋 Typical CSAT Question:
“How satisfied were you with your experience?”
→ Response scale from 1 to 5 (or 1–7 / 1–10)
CSAT Calculation:(% of respondents who answered 4 or 5) ÷ (total number of responses) × 100
💡 Example:
80 out of 100 respondents answer 4 or 5 → CSAT = 80%
🔍 What is the Difference Between CSAT and NPS?
| Aspect | CSAT | NPS |
|---|---|---|
| Measures | Satisfaction with a specific experience | Overall loyalty and willingness to recommend |
| Question Type | “How satisfied were you with…?” | “How likely are you to recommend…?” |
| Time Focus | Short-term (immediate reaction) | Long-term (customer relationship) |
| Scale | Typically 1–5 or 1–10 | Always 0–10 |
| Usage Timing | After specific interactions | Ongoing / strategic intervals |
✅ When Should You Use CSAT?
CSAT is ideal when you want to:
- 🛠️ Evaluate service quality immediately after contact
- 🔄 Gather touchpoint feedback (e.g., onboarding, support)
- ⚡ Capture immediate dissatisfaction for fast action
💬 Example:
After a support session, you send:
“How satisfied were you with the help you received from our support team?”
→ CSAT = 88%
→ Low score → Reach out to the customer directly
🎯 When Is NPS More Relevant?
NPS is ideal when you want to:
- 🔄 Measure overall customer loyalty
- 🌍 Compare across markets and segments
- 🛑 Predict churn and willingness to recommend
💡 Use NPS quarterly or after 90 days into a customer relationship.
💡 Why You Should Use Both in B2B
CSAT and NPS complement each other.
Used together, they give you both:
- ✅ Tactical insight (How did the last experience go?)
- 🧠 Strategic understanding (Are we heading towards churn or loyalty?)
SurveyGauge helps B2B companies implement both metrics effectively, using CSAT for touchpoints and NPS for overall customer health.
📈 Real-World Example
- 🎯 A customer receives support → CSAT = 4/5
- ⏳ Two weeks later, NPS is measured → 6/10
- 💬 Comment: “Support was good, but we lack clarity in your dashboard.”
→ Insight: The specific experience was good, but the product is holding back satisfaction
→ Action: Schedule a follow-up meeting and provide product training
✅ Conclusion
- 📊 CSAT measures satisfaction with specific experiences
- 🚀 NPS measures overall loyalty and recommendation potential
- 📅 Use both in combination, especially in B2B, where customers have long lifespans and multiple touchpoints
A well-balanced feedback program provides you with the overview, prioritization, and ability to take action on insights – regardless of where you measure in the customer journey.
📣 Ready to Measure Both CSAT and NPS – and Turn Insights into Results?
SurveyGauge helps B2B companies design complete feedback strategies.
We combine technology and consultancy, ensuring you get data and impact.
📅 Book a Demo – and see how we can help.