While both measure customer satisfaction, the NPS measures also customer engagement.
In the previous issue we talked about the importance of having accurate data on the level of customer satisfaction regarding the service they receive, not only to know how the company is considered, but also as an element to generate improvements within the organization.
To delve a little deeper, it is not the same to know the degree of customer satisfaction with the service or product received (known as CSAT, for Customer Satisfaction) as it is to measure their level of compliance, loyalty and, fundamentally, the recommendation they would make about that service (called NPS, for Net Promoter Score).
So, the main and great difference is that the CSAT measures happiness in the short term (that is why it is used by companies that sell products), while the NPS measures happiness in the long term; that is, it scales loyalty (that is why it is used by companies that provide services). And this is not a minor fact, since loyalty brings with it the recommendation, and with it more consumers and, therefore, more profits.
In fact, major international consulting firms now recommend measuring NPS instead of CSAT because it provides more reliable and accurate results.
Therefore, among the many advantages offered by Meerkat Cx is to generate the NPS and know what customers think about the company, helping the company to take the necessary measures to improve their compliance.
If you want to know more about Meerkat Cx, please don't hesitate to contact us.