Customer Effort Score was sold as the metric that finally dethroned NPS. New independent research from Groningen, no consulting axe to grind, runs the numbers properly. The result is more interesting than either camp wants to admit.
CSAT has been around since the 1980s, so it must be the safe choice, right? Not quite. Here's why customer satisfaction is a poor predictor of customer loyalty, what NPS does differently, and which one to choose when you can only run one survey.
Is the NPS scale a Likert scale? It's a question that comes up in survey-design arguments more often than you'd think, and the answer matters for how you analyse the data. Here's the short version, with the bit most articles get wrong.
Every year a new customer-feedback metric arrives promising to make all the others obsolete. NPS, CSAT, CES, NEV, the arms race never stops. Here's how to pick one and stick with it, and why chasing the latest fad costs you more than it saves.
Every couple of years someone proposes a new metric that's about to make NPS obsolete. Net Revenue Score, pitched in the Wall Street Journal, was the latest. It misunderstands what NPS actually measures, and the response is worth reading even if you don't care about the metric.