these days many of us in the ui/ux lab are dealing with both csats (customer satisfaction scores) and npss (net promoter scores). they're like twins but totally different! ✨
figma is great for tracking these, right now we use it to quickly survey users after an interaction.
csat focuses on immediate feedback from a single touchpoint - did the user find what was needed? how satisfied were you with that?
surveymonkey or even just quick emails can work great for npss, asking if they'd recommend us to friends and family over time. it's all about loyalty here! ❤
so when should we use which one?
i'm curious: has anyone found a sweet spot where both csat & nps give clear insights without overwhelming the team?
article:
https://vwo.com/blog/csat-vs-nps/