Calculadora de Satisfação do Cliente (CSAT) — 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).

  1. CSAT = (80 / 100) x 100 = 80%
  2. Unsatisfied Responses = 100 - 80 = 20