Choosing the Right Survey Type in GOCare Pulse: NPS vs. CSAT

This article helps you understand the differences between Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys in GOCare Pulse. It outlines when to use each type, the kind of feedback they capture, and how to format them effectively to support your customer experience goals.

Surveys are a powerful way to gather feedback—but not all surveys serve the same purpose. In GOCare Pulse, you can choose between NPS and CSAT formats. Selecting the right type ensures you're collecting the kind of insights that align with your objectives, whether you're trying to track loyalty over time or improve a recent interaction.

What It Measures:
NPS is used to gauge customer loyalty and their likelihood to recommend your company or service.

How It Works:

• Customers answer:
  “On a scale of 0–10, how likely are you to recommend [Your Company] to a friend or colleague?”

• Responses are grouped into:

  • Promoters (9–10): Loyal fans

  • Passives (7–8): Satisfied but not enthusiastic

  • Detractors (0–6): Unhappy customers

Formula:
NPS = % of Promoters − % of Detractors

Best Used For:

• Gauging overall subscriber sentiment toward your brand

• Measuring how likely subscribers are to refer friends to your service

• Identifying loyalty trends over time across your footprint

When to Send It:

• Periodic surveys to long-standing subscribers

• After major lifecycle events like contract renewals or upgrade completions

💡 Tip: Use NPS to measure perception of your company, not individual transactions. Great for understanding brand strength in competitive markets.

CSAT captures a subscriber’s immediate satisfaction with a specific experience or touchpoint.

How It Works:

• Question:
  “How satisfied were you with your recent service visit?”
  or
  “How would you rate the support you received today?”

• Scale: Typically 1–5
  (1 = Very Unsatisfied, 5 = Very Satisfied)

Formula:
CSAT = (Number of Satisfied Responses ÷ Total Responses) × 100

Best Used For:

• Follow-up after a support call or chat

• Feedback after a technician visit or service activation

• Post-ticket surveys to assess resolution quality

When to Send It:

• Immediately after customer support cases are closed

• After installation or service restoration

💡 Tip: CSAT helps surface operational pain points quickly—like long wait times, technician delays, or unclear troubleshooting instructions.