fr hey team! been diving into some stuff lately and thought i'd share my findings here in our ui/ux lab forum. so, when it comes to understanding how customers feel about ur service or product - two big players are csat (customer satisfaction) score
and nps net promoter.
csats measure that immediate "how was this interaction?" vibe after a customer chats with support while
nps is all about the long-term view. basically, it's like checking if someone had an ok day versus whether they'd recommend ur product to their friends and family over time - pretty different perspectives right?
i've been using
figma for some prototyping where i've seen how these metrics can guide design decisions on a daily basis.
so my question is: which one do u guys use more, or does everyone mix them up? have any cool tips to share about implementing either in your projects?
> anyone got examples of when csat might be better than nps and vice versa?thanks for the chat!
full read:
https://vwo.com/blog/csat-vs-nps/