NPS, CSAT and CES are customer experience indicators. NPS (Net Promoter Score) measures willingness to recommend, from -100 to 100: the percentage of promoters (scores 9 and 10) minus the percentage of detractors (0 to 6). CSAT measures satisfaction with an interaction, as the share of 4 and 5 scores on a 1 to 5 scale. CES measures the effort customers made to get done what they needed, on a 1 to 7 scale.
How to use
- Optionally name the survey or segment for the result title.
- Fill in NPS responses per score, use the totals per group or paste the raw scores.
- Add CSAT (1 to 5) and CES (1 to 7) responses if you have them, and choose the CES scale.
- Read each indicator's value, margin of error and 95% interval, plus the sample warnings.
- Export as PNG, PDF, CSV or Markdown, or create a link to share.
What each field asks for
| Field | What to enter |
|---|---|
| Survey or segment (optional) | Shown in the result title. One segment per calculation. |
| Score or group | |
| Responses | E.g. 48 |
| NPS: raw scores (optional) | Paste scores from 0 to 10 separated by commas, spaces or lines. If filled in, it replaces the table. |
| Score | |
| Responses | E.g. 43 |
| Score | |
| Responses | E.g. 16 |
| CES scale | How the question was asked: agreement ("it was easy") or effort. |
Example
A fictional company surveyed its annual plan customers in September. For NPS, 172 responses: 85 promoters (49.4%), 52 passives and 35 detractors (20.3%), giving an NPS of 29.1 with a margin of ± 11.7 points, so the true value should lie between 17.4 and 40.8. For CSAT, 95 of 120 customers gave 4 or 5: 79.2%, with an interval from 71.1% to 85.5%. For CES, the average was 5.2 on a scale where 7 means "very easy", and 75% found it easy to get done what they needed.
When to use
- When closing a survey round, to report the number together with its margin of error.
- Before comparing two periods or segments, to see whether the difference is larger than chance.
- To decide how many more responses to collect when the margin is too wide.
- To build a balanced dashboard: relationship (NPS), interaction (CSAT) and effort (CES).
Frequently asked questions
How is NPS calculated?
People are asked, from 0 to 10, how likely they are to recommend the company. Promoters give 9 or 10, passives 7 or 8 and detractors 0 to 6. NPS is the percentage of promoters minus the percentage of detractors, from -100 to 100.
What is the NPS margin of error?
It is how much the NPS can vary purely from the chance of who answered. With 95% confidence, the population value lies in the interval shown. Two measurements whose intervals overlap a lot do not prove a change.
How many responses do I need?
Below 30 responses, any indicator is only a signal. For NPS, around 400 responses bring the margin to roughly ± 5 points, enough to follow a trend. The tool warns you when the margin goes above 10 points.
What is the difference between NPS, CSAT and CES?
NPS measures the relationship with the brand and willingness to recommend. CSAT measures satisfaction with a specific interaction, such as a support contact. CES measures the effort needed to get something done; high effort often predicts cancellation.
Why does CSAT only count scores 4 and 5?
That is the most common form, known as top-two-box: the share of satisfied or very satisfied customers. It is easy to communicate but hides those who gave 1 or 2, so the tool shows that group separately.
Is a high or a low CES better?
It depends on how the question was asked. In the agreement version ("it was easy to resolve"), 7 is best. In the effort version ("how much effort did you make"), 1 is best. Choose the right scale so that "found it easy" is read correctly.
Can I compare my NPS with other companies?
With care. NPS varies widely across sectors, countries, channels and survey timing. The most reliable comparison is with your own history, using the same question and the same method.