NPS vs CES vs CSAT

When it comes to measuring customer experience (CX), the three most popular tools are CSAT, NPS, and CES. Each of these metrics provides insight into how your customers view your company—but each has its own strengths and its own niche application. How you integrate these metrics into your customer satisfaction surveys will depend on the kind of business you’re in, the way in which you’re looking to grow, and the points and CX processes you’re aiming to improve upon. Our research shows that amongst B2B companies, NPS is the most popular experience metric. Closely followed by CSAT and then CES. In this article, we look at the details of these three useful tools. We’ll show you how, and when, they can be beneficial to you, as well as how to put them into practice.