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NPS shows that a number moved, not why, and CSAT measures the absence of frustration rather than the presence of joy.
Drawn from what Nesrine Changuel said
What Nesrine Changuel actually said
- Nesrine Changuel Author of Product Delight and coach to founders and CPOs
But NPS mostly tells you a number moved, not why. And CSAT measures the absence of frustration more than the presence of joy. Being “satisfied” with something is the emotional equivalent of calling a meal edible. Nobody raves about edible.
Where this was said
All 3 korrents from this piecethis one is 3rd
Added to korrents 31 Oct 2026 · How quotes work · Something wrong? Tell us
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