Net Promoter Score vs Customer Effort Score

Developers should learn NPS when building customer-facing applications, especially in SaaS, e-commerce, or service-based industries, as it helps measure user satisfaction and identify areas for improvement meets developers should learn about ces when building customer-facing applications, support systems, or user interfaces, as it helps prioritize features that reduce user effort and enhance usability. Here's our take.

Net Promoter Score

Nice Pick

Developers should learn NPS when building customer-facing applications, especially in SaaS, e-commerce, or service-based industries, as it helps measure user satisfaction and identify areas for improvement

Pros

• It is valuable for product managers and developers to understand user feedback loops, prioritize feature development, and track the impact of changes on customer loyalty over time
• Related to: customer-feedback-analysis, user-experience-design

Cons

• Specific tradeoffs depend on your use case

Customer Effort Score

Developers should learn about CES when building customer-facing applications, support systems, or user interfaces, as it helps prioritize features that reduce user effort and enhance usability

Pros

• It is particularly useful in contexts like e-commerce, SaaS platforms, and customer service tools, where minimizing friction can directly impact retention and revenue
• Related to: user-experience-design, customer-satisfaction

Cons

• Specific tradeoffs depend on your use case

The Verdict

These tools serve different purposes. Net Promoter Score is a methodology while Customer Effort Score is a concept. We picked Net Promoter Score based on overall popularity, but your choice depends on what you're building.

The Bottom Line

Net Promoter Score wins

Based on overall popularity. Net Promoter Score is more widely used, but Customer Effort Score excels in its own space.