Net Promoter Score and Customer Satisfaction Score compared side by side. Understand when each metric applies and how to use both effectively.
NPS asks respondents how likely they are to recommend your product. It uses a 0-10 scale and groups responses into Promoters (9-10), Passives (7-8), and Detractors (0-6).
A long-term, relationship-level metric. Best used quarterly or semi-annually.
CSAT measures satisfaction with a specific interaction such as a support ticket, product feature, or onboarding session. The example here uses a 1-5 scale.
A short-term, touchpoint-level metric. Best used immediately after specific interactions.
NPS = % Promoters (9-10) - % Detractors (0-6)Example: 60% Promoters, 10% Passives, 30% Detractors. NPS = 60 - 30 = 30. Passives remain in the total used to calculate both percentages.
CSAT % = (Satisfied Responses / Total Responses) x 100Example: 80 customers rated 4 or 5 out of 5, from 100 responses. CSAT = (80 / 100) x 100 = 80%. These are the top two response categories.
| Criteria | NPS | CSAT |
|---|---|---|
| What It Measures | Stated likelihood of recommending | Satisfaction with a specific interaction |
| Question Asked | "How likely are you to recommend us?" | "How satisfied were you with this experience?" |
| Scale | 0-10 (single question) | 1-5 (or 1-10, varies by implementation) |
| Score Range | -100 to +100 | 0% to 100% |
| Metric Type | Relational (long-term relationship) | Transactional (specific touchpoint) |
| Survey Frequency | Quarterly or semi-annually | After each relevant interaction |
| Benchmark context | Retently 2026 B2B Software & SaaS sample average: 41 | Compare the same question, scale, and touchpoint |
| Check alongside | Observed referrals and retention | Repeat contacts, resolution quality, and retention |
| Actionability | Lower (broad signal, harder to act on specifically) | Higher (tied to specific process or feature) |
| Industry Benchmark Source | Retently 2026 customer-sample benchmarks | Use a benchmark with matching survey definitions |
Promoters (9-10)
Respondents who selected 9 or 10. They report a high likelihood of recommending; actual referral behavior needs separate measurement.
Passives (7-8)
Respondents who selected 7 or 8. They count in total responses, but not in the Promoter or Detractor counts.
Detractors (0-6)
Respondents who selected 0 through 6. Read their reasons and assess the concerns before deciding how to follow up.
Pros
Cons
Pros
Cons
Use the free NPS calculator to compute the score and category breakdown. Compare benchmark context and explore revenue scenarios based on explicit assumptions.
NPS summarizes respondents’ stated likelihood of recommending a product on a 0-10 scale. CSAT measures reported satisfaction, often with a specific interaction on a 1-5 scale. Relationship NPS can track the overall customer relationship, while post-interaction CSAT can help assess a support or product experience. Neither score measures actual referrals or retention directly.
Choose the question that fits the decision. Use relationship NPS to track recommendation intent over time and CSAT to assess satisfaction with an experience. Use both only when each provides information you will act on. Keep survey timing and populations consistent when comparing runs.
NPS ranges from -100 to +100; a positive score means Promoters outnumber Detractors. Retently’s 2026 B2B Software & SaaS customer sample averaged 41. This is a provider-sample benchmark, not a universal target. Compare similar customer populations and survey methods.
For the 1-5 scale used here, CSAT is the percentage selecting 4 or 5. An 80% score means four in five respondents selected those answers. What counts as good depends on the survey, touchpoint, and customer population; compare like-for-like results over time.