Marketplace analytics

Customer experience

CSAT (Customer satisfaction score)

Measures customer satisfaction for a particular product/service at a point in time (e.g. post-customer agent call), typically on an integer scale (e.g. 1-5) [1].

NPS (Net promoter score)

Measures ongoing customer loyalty to a company (e.g. through a scheduled "how likely would you recommend to a colleague"-type email), typically on an integer scale (e.g. 1-10) [1].

References

1. What is CSAT? (last accessed 2024-10-27).