Net Promoter (NPS) and Customer Satisfaction (CSAT) Score Amazon Connect

NPS Net Promoter Score (NPS) which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with either a single or multiple survey type questions and reported with a number from the range -ve to +ve, a higher score is desirable. NPS is often held up as the gold standard customer experience metric and is used by many Contact Centres to measure and track how they’re perceived by their customers. NPS scores determine segmenting between poor and positive feedback.

NPS Advantage NPS is often held up as the gold standard customer experience metric and is used by many Contact Centres to measure and track how they’re perceived by their customers. NPS scores determine segmenting between poor and positive feedback.

CSAT CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied. They are used to understand your customer’s satisfaction levels with your organization’s products, services, or experiences. In most cases, the term “CSAT” is used in connection with “CSAT score,” which refers to the numerical measure of customer satisfaction. Lake's module presents the CSAT score as a Graphical and Numerical presentation. Contact Centres use CSAT scores to establish a customer’s level of satisfaction at specific interaction times, such as during an inquiry exchange, the moment of purchase, a phone conversation with customer service, or during the onboarding process.

CSAT Advantage High levels of satisfaction (with positive experiences) are strong predictors of customer and client retention and product repurchase. Customer satisfaction data assist in why loyal customers or clients enjoyed their experience. Effective businesses focus on creating and reinforcing world-class experiences so that they retain existing customers and add new customers.