NPS vs CSAT: which one should a small business track?

CSAT measures a moment

'How satisfied were you with your recent order?' on a five-point scale. Report the share of 4s and 5s. It is specific, fast and tells you whether an individual interaction went well.

NPS measures a relationship

'How likely are you to recommend us?' on 0–10. Subtract the share of 0–6 from the share of 9–10 for a score between −100 and +100. It moves slowly and reflects the whole experience, not one order.

Use both, differently

Send CSAT after transactions and support tickets. Send NPS quarterly to everyone. Watch CSAT weekly for operational problems; watch NPS over quarters for strategy.

• Never compare your NPS to a published industry figure collected by a different method
• Read the open-text 'why' from detractors first
• Track the trend, not the single number