Similarities and Differences between NPS and CSI

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Despite their differences, NPS and CSI share a number of common features.

Both tools aim to understand customer opinions about a product or service, and both help companies identify areas for improvement.

In other words, they are united by:

customer focus . Both NPS and CSI focus on customer perception, which allows for a better understanding of customer needs and expectations;
monitoring tools . Methods can be used to regularly monitor customer satisfaction levels and make adjustments to service strategies;
improving relationships . These metrics can help build deeper relationships with customers by identifying service weaknesses.
As for the differences, the choice of valuation method dominican republic consumer email list for your company may be influenced by:

focus on loyalty vs. satisfaction. NPS primarily evaluates a customer's propensity to recommend a company, focusing primarily on loyalty. While CSI focuses on overall satisfaction, which allows for a more detailed understanding of what aspects a customer may be dissatisfied with;
Number of questions. NPS focuses on one question, which ensures simplicity and quick results. CSI usually includes several questions, which allows for a more detailed assessment of different aspects of a customer’s interaction with a company;
methods of interpretation. NPS is a more qualitative indicator, as it is less susceptible to the influence of fluctuations in individual parameters. CSI, in turn, gives a more detailed idea of ​​what exactly influences the customer's perception and satisfaction;
the process of taking metrics. Creating a successful NPS program requires several steps. First, you need to determine what you want to measure and how you will do it;
Selecting a target audience. The first step is to define your target audience. This could be all customers who buy your product, or specific groups that interact most actively with your brand. It is important that the sample is representative so that the results are reliable;
Formulating the question. The key is to formulate the question correctly. As mentioned, the NPS question is: “How likely are you to recommend our company to a friend or colleague?” This is a simple formulation that will help avoid misunderstandings;
Selecting a survey channel. Decide through which channels you will conduct the survey. These can be emails, phone calls, surveys on websites, messengers or social networks;
data analysis. After collecting the data, it is necessary to conduct an analysis. Calculate the percentage of promoters and detractors and calculate your NPS. Analyze the results, paying attention to the identified trends and patterns.