CSAT & NPS Calculator
Work out CSAT from your satisfaction survey and NPS from promoters and detractors, with a benchmark band for each score. Free, no signup, nothing stored.
CSAT and NPS answer different questions and get reported like they're the same number. CSAT says whether this one conversation went well; NPS says whether the customer would recommend you at all, usually asked far less often and about the relationship, not the ticket. Teams that only track one are missing half the picture, and teams that track both often calculate at least one of them wrong.
Enter your survey responses and the satisfied count for CSAT, then promoters and detractors for NPS, from the same or separate surveys. It returns CSAT as a percentage, NPS as a score from -100 to 100, and a plain benchmark band for each so you know roughly where you stand before you compare to anyone else's number. Nothing typed here is stored.
CSAT = satisfied ÷ responses. NPS = (promoters − detractors) ÷ responses × 100. Bands are rules of thumb for B2B support, not a survey. Nothing you enter leaves your browser.
This ran in your browser on what you typed. The product runs on your actual calls, chats and emails.
Score your own survey — start freeWhat each input means
- 01
Survey responses
Total responses to the survey you're scoring — the denominator for CSAT. Use one survey period at a time, like a week or a month, so the score doesn't blend different points in your support quality.
- 02
Satisfied responses (4 or 5 out of 5)
Responses that rated the interaction 4 or 5 on a 5-point scale, or the equivalent top two boxes on whatever scale you use. This is the numerator for CSAT — everything else counts as unsatisfied.
- 03
Promoters (9–10)
Respondents who scored the standard likelihood-to-recommend question 9 or 10 out of 10. This usually comes from a separate, less frequent NPS survey rather than the per-ticket CSAT survey.
- 04
Detractors (0–6)
Respondents who scored that same question 0 through 6. Scores of 7 and 8 are passives — counted in the total but not added to either side, which is why NPS numbers don't sum promoters and detractors to 100.
Questions about this tool
As a rule of thumb, 75–85% is typical for B2B support, with anything above 90% strong and worth understanding rather than assuming will hold. CSAT is sensitive to who bothers to respond — dissatisfied customers reply more often than satisfied ones — so a small sample can look worse than the true average.