CSAT is the share of customers who said they were satisfied with a purchase, delivery or support chat. Enter how many responded and how many gave a satisfied score.
CSAT calculator
Count a response as satisfied if it scored 4 or 5 out of 5.
212 satisfied out of 260 responses is 81.5%. The usual survey asks "how satisfied were you?" on a 1–5 scale, and 4 and 5 count as satisfied. If your survey uses a different scale, decide which top scores count and stay consistent.
Because CSAT is asked right after a specific moment, such as delivery, a support reply or a first purchase, it's good at pinpointing where things go wrong. It says little about how someone feels about your brand overall.
| CSAT | NPS | |
|---|---|---|
| Question | "How satisfied were you with this?" | "How likely are you to recommend us?" |
| Covers | A single interaction or order | Overall feeling towards the brand |
| Expressed as | A percentage, 0–100% | A score from -100 to +100 |
| Best for | Finding which step let people down | Tracking loyalty over time |
Calculate the other one with the NPS calculator. Both only cover people who answered, so read the public reviews and posts about you alongside them.