NPS vs CSAT vs CES Survey ROI
Three core customer-experience metrics: NPS (loyalty), CSAT (transaction satisfaction), CES (effort score). Each predicts different retention/expansion behaviors. This calculator compares.
| ARR | — |
| Annual churn loss | — |
| Current NPS | — |
| Current CSAT | — |
| Current CES | — |
| NPS improvement potential | — |
| CSAT improvement potential | — |
| CES improvement potential | — |
| Biggest lever | — |
Three customer-experience metrics: NPS (Net Promoter Score, loyalty), CSAT (Customer Satisfaction, transaction), CES (Customer Effort Score, friction). Each measures different driver of retention and expansion.
NPS — Loyalty & Referral
'How likely are you to recommend us?' (0-10). Score = % promoters (9-10) − % detractors (0-6). Range -100 to +100. Predicts word-of-mouth, expansion, multi-year renewal. Best for relationship-driven sales.
CSAT — Transaction Satisfaction
'How satisfied are you with [transaction]?' (1-5). % rating 4-5. Measures specific touchpoint quality. Best for product/feature feedback, support interactions, onboarding milestones.
CES — Customer Effort
'How easy was it to [complete task]?' (1-7, lower=easier). Below 4 = high friction. Predicts churn risk better than NPS for transactional B2B. Critical for support, billing, onboarding flows.
Measurement Cadence
NPS: quarterly. CSAT: per-transaction (post-support, post-onboarding). CES: per-process-step. Combine for holistic view. Survey fatigue: max 1 per customer per month across all programs.
Last updated May 2026. Sources: Bain NPS Prism, Gartner CES Research.