What is the difference between CSAT and NPS?

CSAT measures satisfaction with a specific moment. NPS measures overall loyalty to the brand.

As a reference, a CSAT of 75% to 85% is usually considered good, though it varies by industry.

What if my scale is 1 to 10?

This calculator uses 1 to 5. With another scale, count only the top two or three values as satisfied.

CSAT measures satisfaction with a purchase, a support interaction or a service, usually on a 1 to 5 scale. Enter how many people gave each score.

Score 1

Very dissatisfied

Score 2

Score 3

Score 4

Score 5

Very satisfied

CSAT

80 %

Average 4.09 out of 5 · 100 responses

The calculation runs in your browser. We don’t store what you type.

CSAT = (responses with 4 or 5) / total responses × 100. It is the share of satisfied customers.

The average score is shown too, which helps you see whether unhappy customers are close to 3 or down at 1.

A CSAT of 80% means 8 out of 10 people were satisfied or very satisfied.
Measure it right after the experience (the purchase, the support call), while people still remember it.
Also look at how many gave a 1 or 2: they are the most likely to leave and to speak badly of you.

What is the difference between CSAT and NPS?: CSAT measures satisfaction with a specific moment. NPS measures overall loyalty to the brand.
What is a good CSAT?: As a reference, a CSAT of 75% to 85% is usually considered good, though it varies by industry.
What if my scale is 1 to 10?: This calculator uses 1 to 5. With another scale, count only the top two or three values as satisfied.

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