Differences between CSI and NPS

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Customer Satisfaction

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1. Measures mean value
4,5 or 80%. What does that mean?

2. Many questions
..few respondents can endure to overthink all response alternatives.

3. 1-2 times per year
Asks customers long time after the experience

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Net Promoter Score

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1. Measures promoters/detractors
Raises the bar and lets you aim for “wow”

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