Reference table
NES vs CES vs CSAT vs NPS: what each one measures
A side-by-side view of four common customer experience metrics. Net Easy Score and Customer Effort Score measure how hard an interaction was, CSAT captures an immediate reaction and NPS tracks the overall relationship. A customer can be satisfied and still have worked too hard to get there, which is why effort metrics sit next to the others.
Where this appears
What's in this reference table
| Metric | Question it answers | Best for |
|---|---|---|
| Net Easy Score (NES) | How easy was this interaction? | Transactional friction in support, checkout and onboarding |
| Customer Effort Score (CES) | How much effort did this take? | Effort on a specific task. NES is a more clearly worded sibling |
| Customer Satisfaction (CSAT) | How satisfied are you? | Immediate reaction to an interaction |
| Net Promoter Score (NPS) | Would you recommend us? | Overall relationship and loyalty trend |
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<a href="https://www.koji.so/visuals/nes-vs-ces-vs-csat-vs-nps-comparison"><img src="https://www.koji.so/visuals/nes-vs-ces-vs-csat-vs-nps-comparison/nes-vs-ces-vs-csat-vs-nps-comparison.png" alt="Table comparing four customer experience metrics, Net Easy Score, Customer Effort Score, CSAT and NPS, by the question each answers and its best use." width="1200" height="694" /></a>
<p>Source: <a href="https://www.koji.so/visuals/nes-vs-ces-vs-csat-vs-nps-comparison">NES vs CES vs CSAT vs NPS: what each one measures</a>, Koji</p>
