Definition
CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) capture subjective user sentiment that behavioral metrics cannot. CSAT typically asks "How satisfied are you?" on a 1–5 scale after a specific interaction. NPS asks "How likely are you to recommend?" on a 0–10 scale. While behavioral metrics show what users do, CSAT/NPS reveal how they feel about it — a critical distinction because users can complete tasks while still finding the experience frustrating.
Formula
How to measure
CSAT: post-interaction survey (1–5 stars). Report % of 4–5 ratings. NPS: periodic survey (0–10 scale). Calculate: % Promoters (9–10) minus % Detractors (0–6). Segment both by feature, user segment, and time period. Maintain consistent survey cadence to detect trends.
Industry benchmarks
CSAT: 75–85% is good; 90%+ is excellent. NPS: 30–50 is good for SaaS; 50–70 is excellent; 70+ is world-class. B2C typically scores higher than B2B. Financial services average NPS: 20–40.