When it comes to CSAT vs NPS, the latter takes a slightly different approach to measuring customer satisfaction. With this method, you ask just one question: "How likely are you to recommend our business to a colleague, friend, or family member?”
Customers who respond with a 9 or 10 are “promoters,” and those who respond with a 6 or lower are “detractors.” Not included in the metric calculation are those who answer 7 or 8 (they’re “passive”).
Find the percentage of promoters and detractors, and then find the difference between the two. That’s your NPS.
Comparing your NPS score to others in your industry is wise since customer service benchmarking can vary. You should also track your NPS over time to make sure it doesn’t decrease, particularly if you make changes to products, services, or processes.