You see the satisfied percentage and the counts of satisfied and other responses.
CSAT is the percentage of valid responses classified as satisfied for a specific experience. Divide the number of satisfied responses by all valid responses and multiply by 100. On a five-point scale, the top two options commonly form the satisfied group, but you should define that threshold before collection and keep it unchanged when comparing results.
If 84 of 120 valid responses are classified as satisfied, the calculation is 84 ÷ 120 × 100 = 70%. The CSAT for that interaction is 70%, according to the satisfaction threshold selected in advance.
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CSAT measures satisfaction with a specific experience or interaction.
On a five-point scale, the top two options usually count as positive.
Comparisons work best when the question, scale, and timing stay the same.
CSAT = responses counted as satisfied ÷ total valid responses × 100.
The result is a snapshot and changes when the scale or satisfaction threshold changes.
Set the threshold before collection. On a 1-to-5 scale, counting 4 and 5 is common, but another documented rule may be appropriate if it stays consistent.
CSAT measures satisfaction with a specific interaction or journey step. NPS uses a recommendation question to track the broader relationship with a brand or experience.
Send it close to the experience being rated, such as after support, purchase, or delivery, to reduce recall problems and keep the context clear.
Keep the question, scale, satisfaction threshold, channel, audience, and timing consistent. A change in any of these can move the score.
The references support the definitions and assumptions. The formula used is shown on this page and covered by automated tests.
Put the learning into a real survey and track every response in NPSLab.