8 minutes read

Explore Top 5 Alternatives to NPS for Enhanced Customer Experience

Discover the top five alternatives to Net Promoter Score (NPS) that can help businesses gain a deeper understanding of customer experience and satisfaction.

Dheeraj Kumar

Since its inception by Fred Reichheld and Bain and Company, the Net Promoter Score (NPS) has been a staple in measuring customer satisfaction. However, as businesses evolve, so too should the methods used to understand customer sentiment. This blog delves into five NPS alternatives that offer a broader perspective on customer experience (CX).

What is NPS?

Net Promoter Score (NPS) serves as a report card for your business, categorizing customers into Promoters, Passives, and Detractors based on their likelihood to recommend your services. While useful, it's not the only metric at your disposal.

Top 5 Alternatives to Net Promoter Score

  1. Customer Effort Score (CES): Focuses on the ease of customer interaction with your product or service, aiming to reduce effort and improve satisfaction.
  2. Customer Satisfaction Score (CSAT): Measures immediate customer satisfaction with a product, service, or interaction, providing a snapshot of happiness levels.
  3. Customer Health Score (CHS): Offers a comprehensive view of the customer's relationship with your brand by assessing various engagement and satisfaction metrics.
  4. Customer Retention Rate (CRR): Evaluates your success in retaining customers over time, highlighting the effectiveness of your loyalty strategies.
  5. Customer Churn Rate: Identifies the percentage of customers who discontinue their relationship with your brand, offering insights into areas for improvement.


While NPS has its merits, exploring these alternatives can provide a more nuanced understanding of customer experience and satisfaction. For businesses looking to deepen their insights, Probz.ai emerges as a powerful ally. As an AI-powered qualitative and quantitative insights collection platform, Probz.ai grants access to over 100Mn Indian users, enabling businesses to gather, analyze, and act on customer feedback efficiently. Whether you're looking to measure customer effort, satisfaction, health, retention, or churn, Probz.ai equips you with the tools necessary to elevate your CX to new heights.

HR & Recruiting

Dheeraj Kumar

data specialist

Archit has been working in the field of data science since 2018. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance.

Member since Mar 15, 2021

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