CSAT Calculator: Customer Satisfaction Score & NPS
Free CSAT calculator: satisfied responses ÷ total responses × 100, plus NPS from promoters and detractors, with a benchmark band for each. No signup.
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- Runs in your browser
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 freeAbout this tool
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.
How to calculate CSAT and NPS, worked through
CSAT = satisfied responses ÷ total responses × 100 420 responses, 350 of them rated 4 or 5 out of 5: 350 ÷ 420 × 100 = 83.3% CSAT NPS = (promoters − detractors) ÷ total responses × 100 420 responses, 180 promoters (9–10), 70 detractors (0–6), 170 passives (7–8): (180 − 70) ÷ 420 × 100 = 26.2, reported as an NPS of 26 Passives count in the total but on neither side, which is why the two halves never add up to 100.
What 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
Divide the number of satisfied responses by the total number of responses and multiply by 100. On a 1–5 scale, satisfied means a 4 or a 5. So 350 satisfied out of 420 responses is a CSAT of 83.3%. Score one period at a time, a week or a month, and use every response in the denominator, including the 1s and 2s.