Free calculator
CSAT and NPS calculator
Turn survey responses into a CSAT score or a Net Promoter Score, with the margin of error. With small samples, a few responses move the score a lot; the range shows how much.
CSAT
80%
95% range: 71.1% to 86.7%
Share of 4- and 5-star ratings.
Average rating
4.11
Responses
100
How CSAT and NPS are calculated
CSAT asks one question after a conversation, usually how satisfied the customer was on a 1 to 5 scale. The score is the share who answered 4 or 5.
NPS asks how likely the customer is to recommend you, from 0 to 10. Promoters answer 9 or 10, passives 7 or 8, detractors 0 to 6. The score is the percentage of promoters minus the percentage of detractors, so it runs from −100 to 100.
The range is a 95% confidence interval: the Wilson interval for CSAT and the standard error of the score for NPS. If this month's range overlaps last month's, the change may be noise.
Questions
What is a good CSAT score?
For support conversations, many teams sit between 80% and 90%. Compare yourself with your own past months first: the trend is more useful than a benchmark.
What is a good NPS?
Anything above 0 means more promoters than detractors; above 30 is generally considered good and above 50 excellent. NPS varies a lot by industry.
CSAT or NPS for a support team?
CSAT, asked right after a conversation, measures the support itself. NPS measures the whole relationship with the product, so it moves with things support does not control.
How many responses do I need?
Around 100 responses give a CSAT range of roughly ±8 points. Below 30, a handful of answers can swing the score.
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