Net Promoter Score Alternatives

NPS vs CSAT vs Customer effort

While Net Promoter Score® is a very popular, and effective, metric, there are several alternatives to NPS that organisations can use and should investigate.

Each has advantages and disadvantages. In this post we’ll look at the some alternatives to Net Promoter.

Customer Effort Score(CES)

A single number that measures how much effort a customer has to go through to get an issue resolved, a request fulfilled, a product purchased or a question answered.

Recent research that looked at a range of customer feedback metrics found that CES was a less effective predictor of customer loyalty than both NPS and “top two box” customer satisfaction.

Customer Satisfaction Score (CSAT)

This is probably the most well know metric used to measure how satisfied a customer was with a particular transaction or interaction.

It is often measured on a scale of 1-3, 1-5 or 1-7 and can be used to track customer satisfaction throughout the customer journey at various touch points.

In this review of the effectiveness of different customer feedback metrics, CSAT was found to be effective, but not as effective as NPS.

Net Revenue Score

This isn’t an official customer feedback scoring system, but was penned as something that should be of greater significance by John Greathouse, a start-up consultant from California.

Although he writes about the idea of a Net Revenue Score as an alternative to NPS, he does not suggest a way to calculate this metic and so it is difficult to validate its effectiveness.

Net Easy Score (NES or NetEasy Score)

This question evolved from the Customer Effort Score and is phrased:

Overall, how easy was it to get the help you wanted today?

The question is graded on a 1 (extremely easy) to 7 (extremely difficult) scale.

And the NES is [Percentage of 5-7s] – [Percentage of 1-2s]

Apparently created by BT this metric does not appear to have any empirical validation and so it is impossible to determine whether it predicts any meaningful business metric.

Send this to a friend