Which one's better? NPS or CSS?

Onchie

This article stated the difference of the two: http://www.infinitcontact.com/blog/net- ... -business/. Now the question is, which of the two applies for your business, Net Promoter Score or Customer Satisfaction Survey?

harryvent

My suggestion is you can go with CSS. Because customer satisfaction is important in the business.

Charlie P

This is an older post, but I'd like to throw a few cents in there.

The company that I am currently at tracks both of these numbers on the agent, team, client, and program levels. We hold the agents and teams accountable for both the NPS and OSat (our version of CSS). At the client and program level it is only the NPS that is worried about.
Some (Including the company that came up with the NPS rating system) feel that NPS should never be used at the agent level as they would be getting punished for things outside of their control (prior interactions, service providers, product malfunctions, etc...). The problem with this line of thinking is that if we only held the agent liable for their OSat scores then they would just say and do anything to make the customer happy. At first you would think that we always want our agents to do whatever makes the customer happy, but there are terms and conditions that need to be upheld and ownership that has to be taken. To help mitigate the agents being punished for the outliers in regards to NPS, we simply have a lower goal for it then we do for OSat.

Just a few thoughts that I hope help those that use these metrics.

GarageDoorMart

CSS is better because customer satisfaction is most important in business.

sinGN

Hi,
CSS is better.

JasonX

CSS is much better!!

saravanan

National Pension Scheme or NPS is a voluntary, retirement savings scheme run by the Government of India. The funds invested in these schemes by different investors are pooled together and invested in a diversified portfolio.