Calculadora de Satisfação do Cliente (CSAT) Grátis
Calcule o índice de satisfação do cliente (CSAT) da sua empresa. Meça a qualidade do atendimento e identifique áreas de melhoria.
CSAT Score
80.00%
CSAT Score vs Satisfied Responses (4 or 5 out of 5)
Formula
How to Calculate CSAT
Formula
CSAT = (Satisfied Responses / Total Responses) x 100
CSAT measures immediate satisfaction after a specific interaction or with a product overall. Customers rate their experience on a scale (typically 1-5), and CSAT counts only those who selected the top two options (satisfied and very satisfied). It is a straightforward, actionable metric: if CSAT drops after a product change, you know something went wrong. Unlike NPS, which measures loyalty intent, CSAT measures current happiness.
Exemplo Resolvido
100 customers completed a satisfaction survey and 80 rated their experience as satisfied (4) or very satisfied (5).
- 01CSAT = (80 / 100) x 100 = 80%
- 02Unsatisfied Responses = 100 - 80 = 20
Perguntas Frequentes
What is a good CSAT score?
CSAT scores above 80% are generally considered good. Above 90% is excellent. The American Customer Satisfaction Index shows industry averages ranging from 70-85%. Context matters: compare against your industry peers and track trends.
CSAT vs NPS: which should I use?
Use both. CSAT is best for measuring satisfaction with specific touchpoints (after a support call, after onboarding). NPS is better for measuring overall loyalty and likelihood to recommend. CSAT is tactical and immediate; NPS is strategic and forward-looking.
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