Glossary · Support and helpdesk

CSAT vs NPS: what each one measures

In short

CSAT (customer satisfaction) asks how happy a customer was with one interaction, usually right after it, on a short scale such as one to five stars. NPS (Net Promoter Score) asks how likely they are to recommend you, on a scale from 0 to 10, and measures the whole relationship rather than one conversation.

Reviewed 9 November 2026. How it works in Axonave: Surveys.

How each one is scored

NPS has a fixed formula. Customers who answer 9 or 10 are promoters, 7 or 8 are passives, and 0 to 6 are detractors. The score is the percentage of promoters minus the percentage of detractors, so it runs from −100 to +100.

CSAT has no single owner or formula. Most teams report it as the share of satisfied answers, for example 4 and 5 out of 5. Decide which scores count before you compare one month with the next, or one team with another.

Use CSAT to judge a conversation while the customer still remembers it, and to coach the agent who had it. Use NPS less often, to see how the relationship is going overall.

CSAT compared with NPS
	CSAT	NPS
The question	How satisfied were you with this?	How likely are you to recommend us?
The scale	Short: stars, faces or 1 to 5	0 to 10
When to ask	Right after a chat or a resolved ticket	Now and then, not after every contact
What it tells you	How one interaction went	How the relationship is going
What to do with a low score	Follow up on that conversation	Look for the pattern behind it

The question
CSAT
How satisfied were you with this?
NPS
How likely are you to recommend us?
The scale
CSAT
Short: stars, faces or 1 to 5
NPS
0 to 10
When to ask
CSAT
Right after a chat or a resolved ticket
NPS
Now and then, not after every contact
What it tells you
CSAT
How one interaction went
NPS
How the relationship is going
What to do with a low score
CSAT
Follow up on that conversation
NPS
Look for the pattern behind it

How it works in Axonave

CSAT and NPS asked inside the chat, or after the ticket.

In Axonave you build the survey yourself, with stars, NPS or your own questions. A chat survey is asked inside the chat when it ends: tappable chips on web chat, buttons or a list on WhatsApp. Ticket surveys go by email link and in the customer portal. A low score, or an NPS of 6 or less, rings the agent and their team leader.

See Surveys

On WhatsApp only inside the 24-hour window, with a cooldown per customer
In English, Bahasa Malaysia and Chinese
Reports → Surveys: response rate, CSAT, NPS and every answer

WhatsApp · the chat just resolvedChat survey

Reply: Terima kasih kerana menghubungi Teras Home. Bagaimana layanan kami hari ini?Thanks for contacting Teras Home. How was our service today?
Tap to answer
- ★★★★★ Sangat baik (tapped)
- ★★★★ Baik
- ★★★ Sederhana
- ★★ Kurang baik
- ★ Tidak baik
Customer: Terima kasih, sangat membantu.Thank you, very helpful.
Rated 5 / 5 on Aisyah’s record
With her comment, on the same timeline as the chat and the ticket.

Illustration. Teras Home’s chat survey asked in WhatsApp, in Bahasa Malaysia, after a resolved chat. The comment and the 5 / 5 are the ones on Aisyah’s real record; the question wording is an example.

CSAT vs NPS: common questions

Which should we measure first?

CSAT, if you want to improve support conversations: it’s tied to one chat or ticket, so you know exactly which one to look at. Add NPS when you want a view of the relationship as a whole.

Won’t a survey after every chat annoy customers?

It can. Keep it to one or two questions, and don’t ask the same person again too soon. Axonave never sends one after an abandoned chat, and a cooldown you set keeps one customer from being asked twice in a row.

What counts as a low score in Axonave?

You set the threshold for stars. A thumbs down, a “no”, or an NPS of 6 or less always counts. A low score rings the agent and their team leader, and the rating sits on the customer’s timeline.

In Axonave

Surveys
CSAT and NPS asked inside the chat.
Helpdesk
A survey after every resolved ticket.

Related terms

SLA (service level agreement)
An SLA (service level agreement) is a promise about how fast you’ll respond to a customer and how fast you’ll resolve their request.
WhatsApp 24-hour window
The 24-hour window, which Meta calls the customer service window, opens when a customer messages your WhatsApp Business number.
Ticketing system
A ticketing system turns every customer request, whether it came by email, chat or a form, into a ticket: a record with a reference number, an owner, a status and a priority, kept until the problem is solved.
All 12 terms

Guides

SLA metrics to track in customer support
Track how fast customers hear from a person (first response time), how long until the problem is solved (resolution time, without the time you waited on them), and the share of tickets that met their target (SLA compliance).
CSAT surveys inside WhatsApp: how to ask, and get answers
Ask inside the WhatsApp chat that just ended, while the customer is still there: one question at a time, answers they can tap, and a short comment at the end.
Self-service deflection: what it is and how to raise it honestly
Deflection is the share of questions customers settle on their own, from a help centre or a bot, without waiting for a person.
What a customer portal should show, and what it shouldn’t
A customer portal exists so customers stop writing “any update?”.

Compared side by side

Sources, checked 9 November 2026

Bain & Company: Measuring your Net Promoter Score

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