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CSAT calculator
Enter satisfied responses and total responses: the calculator shows the CSAT as the percentage of satisfied responses and explains how it differs from the NPS.
CSAT = satisfied responses ÷ total responses × 100, as a percentage from 0 to 100 %
Customer Satisfaction Score
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Share of satisfied responses among all responses. Unlike the NPS, the CSAT is a percentage and measures satisfaction with a specific experience, not willingness to recommend.
Not satisfied
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Total responses − satisfied responses, i.e. neutral and dissatisfied combined
Share not satisfied
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Adds up with the CSAT to 100 %
Interpret rather than compare: The value depends on which levels you count as satisfied, how the question is worded and when you ask. Keep these choices the same and follow the trend of your own measurements.
Next measurementCreate a CSAT survey with Peak FormsLimits
What the calculator doesn't answer.
- The CSAT depends on which answer levels count as satisfied. You make that choice yourself and should keep it the same across all measurements.
- The CSAT measures satisfaction with a specific experience at the time of asking, not long-term loyalty or willingness to recommend.
- Small samples fluctuate strongly, and those who respond are not necessarily representative. The calculator deliberately does not show industry benchmarks.
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