Why CSAT matters
It’s precise where NPS is general: tied to one order, one delivery, one support ticket, so a bad score points at a specific, fixable thing.
Where stores measure CSAT
- After delivery, on the order experience
- After support conversations
- After returns and exchanges
- At milestones in subscriptions and services
Questions
CSAT vs NPS: which should a store run?
Both, for different questions: CSAT grades individual experiences; NPS gauges the overall relationship. CSAT finds the broken step, NPS tells you the mood.
What’s a good CSAT response rate?
Whatever a short, well-timed, one-tap survey earns from your list; long forms and late asks are what crater it. Watch the trend, and treat silence as data too.