Free tool

Which survey metric should I use?

Choose what you want to understand and get a path forward. The metric follows the decision, not the other way around.

What do you want to understand?

I want to understand recommendationUse when people know your brand or product and you want to track recommendation intent.I want to measure recent satisfactionUse after support, purchase, delivery, or another clearly bounded experience.I want to find effort or frictionUse after a task such as setup, getting support, or finding information.I want to understand cancellationsUse after a cancellation to learn the reason without pressure.

Keep the signals distinct

Each metric answers a different question

NPS is about recommendation, CSAT about recent satisfaction, CES about effort, and churn about cancellation. The full comparison adds context.

Frequently asked questions

Do NPS, CSAT, and CES measure the same thing?

No. NPS tracks recommendation intent, CSAT measures satisfaction with an experience, and CES measures effort on a task. The choice depends on the moment and decision.

Can I use more than one metric?

Yes, as long as each supports a decision and appears at the right moment. Putting all of them in every survey adds effort and mixes the summary.

Which metric should I use after support?

CSAT can evaluate the conversation; CES can show the effort needed to resolve the issue. Choose one and add a short open field for the reason.

Know what to investigate?

Choose a template, adapt the questions, and publish a short survey to start listening.

View survey templates

No card. No commitment. Takes less than 2 minutes.

Next step

The calculation shows the signal. These paths turn it into a survey and a decision.

NPS, CSAT, or CES?

Compare what each metric measures and when to use it.

Compare metrics →

NPS calculator

Check the score when you already have the responses.

Calculate my NPS →

Customer satisfaction template

Turn the metric choice into a survey you can adapt.

View the satisfaction template →