[{"data":1,"prerenderedAt":486},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fnps-vs-csat-vs-ces":3,"content:blog:list:posts":318,"content:data_authors:list:rows":482},{"id":4,"title":5,"author":6,"body":7,"canonical":273,"category":274,"date":275,"description":276,"draft":277,"extension":278,"faq":279,"image":292,"imageAlt":293,"keyword":294,"locale":295,"meta":296,"navigation":297,"noindex":277,"og":273,"path":298,"readingTime":273,"seo":299,"sources":300,"stem":307,"tags":308,"updated":275,"video":313,"__hash__":317},"blog\u002Fblog\u002Fnps-vs-csat-vs-ces.md","NPS vs CSAT vs CES: which one to use and when","farsad",{"type":8,"value":9,"toc":261},"minimark",[10,14,23,28,109,117,121,129,135,140,152,156,162,165,171,175,181,184,187,193,197,200,222,225,232,236,239,242,246,254,258],[11,12,13],"p",{},"Use NPS to track how people feel about you overall. Use CSAT to check one moment, such as a support chat. Use CES to find steps that take too much work.",[11,15,16,17,22],{},"All three are short surveys. They differ in the question and the timing. Together they are the survey part of ",[18,19,21],"a",{"href":20},"\u002Fblog\u002Fvoice-of-the-customer","voice of the customer"," work.",[24,25,27],"h2",{"id":26},"the-short-version","The short version",[29,30,31,49],"table",{},[32,33,34],"thead",{},[35,36,37,40,43,46],"tr",{},[38,39],"th",{},[38,41,42],{},"NPS",[38,44,45],{},"CSAT",[38,47,48],{},"CES",[50,51,52,67,81,95],"tbody",{},[35,53,54,58,61,64],{},[55,56,57],"td",{},"Measures",[55,59,60],{},"Loyalty to the company",[55,62,63],{},"Satisfaction right now",[55,65,66],{},"Effort for one task",[35,68,69,72,75,78],{},[55,70,71],{},"Typical scale",[55,73,74],{},"0 to 10",[55,76,77],{},"1 to 5",[55,79,80],{},"1 to 7",[35,82,83,86,89,92],{},[55,84,85],{},"When to ask",[55,87,88],{},"On a regular schedule",[55,90,91],{},"Right after the moment",[55,93,94],{},"Right after the task",[35,96,97,100,103,106],{},[55,98,99],{},"Best for",[55,101,102],{},"Seeing the trend",[55,104,105],{},"Checking one moment",[55,107,108],{},"Finding friction",[11,110,111,112,116],{},"The scales in this table follow a guide from Giva. ",[113,114],"cite-ref",{"n":115},"1"," Some teams use other scales.",[24,118,120],{"id":119},"nps-how-loyal-are-people","NPS: how loyal are people?",[11,122,123,124,128],{},"Loyalty also has a behavior side, such as renewals. ",[18,125,127],{"href":126},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty"," shows how to pair the two.",[11,130,131,132],{},"NPS asks how likely it is that you would recommend the company to a friend or colleague. People answer from 0 to 10. Answers of 9 or 10 are promoters, 7 or 8 are passives and 0 to 6 are detractors. The score is the share of promoters minus the share of detractors. It runs from -100 to +100. ",[113,133],{"n":134},"2",[11,136,137,138],{},"Giva notes that NPS is meant for a regular check on the relationship, not for every transaction. ",[113,139],{"n":115,"k":134},[11,141,142,146,147,151],{},[143,144,145],"strong",{},"Pick NPS when"," you want one number to follow over time and a way to see who is unhappy. See ",[18,148,150],{"href":149},"\u002Fblog\u002Fwhat-is-a-good-nps-score","what a good NPS score looks like",".",[24,153,155],{"id":154},"csat-how-did-this-one-thing-go","CSAT: how did this one thing go?",[11,157,158,159],{},"CSAT asks something like \"How satisfied were you with your experience?\" A common scale is 1 to 5. The score is the number of satisfied answers divided by all answers, times 100. Satisfied usually means a 4 or a 5. ",[113,160],{"n":115,"k":161},"3",[11,163,164],{},"Made-up example: 40 people rate a support chat, and 34 answer 4 or 5. The CSAT is 34 divided by 40, which is 85%.",[11,166,167,170],{},[143,168,169],{},"Pick CSAT when"," you want to know how a specific moment went. Good moments to ask: after a ticket closes, after a purchase, or after onboarding.",[24,172,174],{"id":173},"ces-how-hard-was-it","CES: how hard was it?",[11,176,177,178],{},"CES asks how much effort it took to get something done. A common scale runs from 1 to 7. You add up the ratings and divide by the number of answers. A lower average means less effort. Some teams instead count the share of people who report low effort. ",[113,179],{"n":115,"k":180},"4",[11,182,183],{},"Made-up example: five customers rate how hard setup was on a 1 to 7 scale and answer 2, 3, 1, 5 and 4. The total is 15, and 15 divided by 5 is an average effort of 3. If the next month averages 2, setup got easier.",[11,185,186],{},"Scales differ. Some versions use 1 to 5, and some flip the direction. Write down which you use and keep it the same.",[11,188,189,192],{},[143,190,191],{},"Pick CES when"," you want to find friction. Setup, a password reset or a return are good candidates.",[24,194,196],{"id":195},"which-one-should-you-start-with","Which one should you start with?",[11,198,199],{},"Ask what you want to decide.",[201,202,203,210,216],"ol",{},[204,205,206,209],"li",{},[143,207,208],{},"\"Are our customers happy with us overall?\""," Start with NPS.",[204,211,212,215],{},[143,213,214],{},"\"Did our support team do a good job today?\""," Start with CSAT.",[204,217,218,221],{},[143,219,220],{},"\"Where do people get stuck?\""," Start with CES.",[11,223,224],{},"Add the others later.",[11,226,227,228,151],{},"For which questions to ask at each moment, see ",[18,229,231],{"href":230},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","customer satisfaction questions by moment",[24,233,235],{"id":234},"how-they-work-together","How they work together",[11,237,238],{},"The three scores answer different questions. A drop in NPS tells you something changed. CSAT or CES on the steps behind it can show where. Use CSAT and CES for single interactions and NPS for the overall relationship.",[11,240,241],{},"None of the three says why a number moved. Add one open question to each survey, such as \"What is the main reason for your score?\" The comments show what to fix.",[24,243,245],{"id":244},"timing-and-fatigue","Timing and fatigue",[11,247,248,249,253],{},"NPS belongs on a calendar. CSAT and CES follow events. Any survey annoys people if you send too many. Our guide on ",[18,250,252],{"href":251},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","asking for feedback without annoying people"," shows how to set sensible gaps.",[24,255,257],{"id":256},"where-pulseri-fits","Where Pulseri fits",[11,259,260],{},"Pulseri supports NPS, CSAT and CES. Send an NPS survey to a group of people on a schedule, and send CSAT or CES when something happens, such as a closed support ticket. Start with one survey, run it for a few weeks, and add the others once the first one is working.",{"title":262,"searchDepth":263,"depth":263,"links":264},"",2,[265,266,267,268,269,270,271,272],{"id":26,"depth":263,"text":27},{"id":119,"depth":263,"text":120},{"id":154,"depth":263,"text":155},{"id":173,"depth":263,"text":174},{"id":195,"depth":263,"text":196},{"id":234,"depth":263,"text":235},{"id":244,"depth":263,"text":245},{"id":256,"depth":263,"text":257},null,"Scores and metrics","2026-10-13","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",false,"md",[280,283,286,289],{"q":281,"a":282},"What is the difference between NPS and CSAT?","NPS asks how likely someone is to recommend you and tracks the whole relationship over time. CSAT asks how satisfied someone was with one experience, right after it happens.",{"q":284,"a":285},"What does CES measure?","CES, the customer effort score, measures how much effort it took a customer to get something done. It finds steps that feel hard, such as setup or a support request.",{"q":287,"a":288},"Should I use all three?","No. Use NPS for the overall relationship and CSAT or CES for single moments. Start with the one that answers your most pressing question.",{"q":290,"a":291},"How is CSAT calculated?","Divide the number of satisfied answers by all answers and multiply by 100. On a 5-point scale, satisfied usually means a 4 or a 5.","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales","NPS vs CSAT","en",{},true,"\u002Fblog\u002Fnps-vs-csat-vs-ces",{"title":5,"description":276},[301,304],{"title":302,"url":303,"retrieved":275},"CSAT vs. NPS vs. CES (Giva)","https:\u002F\u002Fwww.givainc.com\u002Fblog\u002Fcsat-vs-nps-vs-ces\u002F",{"title":305,"url":306,"retrieved":275},"Net Promoter Score (Qualtrics)","https:\u002F\u002Fwww.qualtrics.com\u002Fexperience-management\u002Fcustomer\u002Fnet-promoter-score\u002F","blog\u002Fnps-vs-csat-vs-ces",[309,310,311,312],"nps","csat","ces","metrics",{"id":314,"uploadDate":315,"duration":316},"S5EGzqiDEdk","2026-11-05","PT27S","jlbYMCFT6kA-uwd4sGS9L2ZBm3Yx0ltaiW36L2CLLqQ",[319,333,341,350,358,366,373,381,388,396,404,414,421,432,443,451,462,472,475],{"path":320,"title":321,"description":322,"date":323,"updated":323,"category":324,"tags":325,"author":6,"image":330,"imageAlt":331,"readingMinutes":332},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[326,327,328,329],"alerts","detractors","feedback","scores","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":126,"title":334,"description":335,"date":323,"updated":323,"category":274,"tags":336,"author":6,"image":338,"imageAlt":339,"readingMinutes":340},"Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.",[309,337,312],"loyalty","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":342,"title":343,"description":344,"date":323,"updated":323,"category":324,"tags":345,"author":6,"image":347,"imageAlt":348,"readingMinutes":349},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[328,309,346],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":351,"title":352,"description":353,"date":323,"updated":323,"category":274,"tags":354,"author":6,"image":356,"imageAlt":357,"readingMinutes":340},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[310,329,312,355],"calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":230,"title":359,"description":360,"date":323,"updated":323,"category":324,"tags":361,"author":6,"image":363,"imageAlt":364,"readingMinutes":365},"Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[362,310,328],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":20,"title":367,"description":368,"date":323,"updated":323,"category":324,"tags":369,"author":6,"image":371,"imageAlt":372,"readingMinutes":365},"Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[328,309,370],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":374,"title":375,"description":376,"date":377,"updated":377,"category":274,"tags":378,"author":6,"image":379,"imageAlt":380,"readingMinutes":340},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[310,355,329],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":382,"title":383,"description":384,"date":377,"updated":377,"category":324,"tags":385,"author":6,"image":386,"imageAlt":387,"readingMinutes":365},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[310,328],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":389,"title":390,"description":391,"date":392,"updated":392,"category":324,"tags":393,"author":6,"image":394,"imageAlt":395,"readingMinutes":332},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[362,328,309,310],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":397,"title":398,"description":399,"date":400,"updated":400,"category":274,"tags":401,"author":6,"image":402,"imageAlt":403,"readingMinutes":365},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[309,362,328],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":405,"title":406,"description":407,"date":400,"updated":400,"category":324,"tags":408,"author":6,"image":412,"imageAlt":413,"readingMinutes":365},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[409,410,411,370],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":415,"title":416,"description":417,"date":400,"updated":400,"category":274,"tags":418,"author":6,"image":419,"imageAlt":420,"readingMinutes":365},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[309,355,329],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":422,"title":423,"description":424,"date":400,"updated":400,"category":425,"tags":426,"author":6,"image":430,"imageAlt":431,"readingMinutes":365},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[427,428,429],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":433,"title":434,"description":435,"date":400,"updated":400,"category":436,"tags":437,"author":6,"image":441,"imageAlt":442,"readingMinutes":365},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[438,310,439,440],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":444,"title":445,"description":446,"date":400,"updated":323,"category":436,"tags":447,"author":6,"image":449,"imageAlt":450,"readingMinutes":365},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[448,326,309,327],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":452,"title":453,"description":454,"date":400,"updated":400,"category":455,"tags":456,"author":6,"image":460,"imageAlt":461,"readingMinutes":365},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[457,458,459],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":251,"title":463,"description":464,"date":465,"updated":465,"category":324,"tags":466,"author":6,"image":469,"imageAlt":470,"readingMinutes":471},"How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[467,309,310,468],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":298,"title":5,"description":276,"date":465,"updated":465,"category":274,"tags":473,"author":6,"image":292,"imageAlt":293,"readingMinutes":474},[309,310,311,312],4,{"path":149,"title":476,"description":477,"date":465,"updated":465,"category":274,"tags":478,"author":6,"image":480,"imageAlt":481,"readingMinutes":471},"What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[309,479,329],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[483],{"key":6,"name":484,"avatar":485},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076969]