NSAT (Net Satisfaction) is a metric that measures the overall satisfaction of customers or employees. It is calculated as the percentage of satisfied respondents minus the percentage of dissatisfied respondents, providing a quick snapshot of how well a company meets expectations. It is similar to NPS (Net Promoter Score), but focuses on satisfaction rather than recommendation. NSAT is used to identify strengths and weaknesses and to guide improvements in products, marketing, and customer service.
How does NSAT work?
Question:
Typically, respondents are asked a single question on a scale, for example: “How satisfied are you with…?” or “Rate your overall satisfaction…”.
Scale:
Most often, a Likert scale is used (e.g., 1–5, 1–7, 1–10), with endpoints such as “Very satisfied” and “Very dissatisfied”.
Calculation:
(Percentage of “Very satisfied”) − (Percentage of “Very dissatisfied”).
Some organizations add 100 to ensure the result is always positive (e.g., on a 200-point scale), as in Microsoft’s NSAT. More commonly, the result ranges from −100% to +100%.
What is NSAT used for?
Like CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), NSAT is used to monitor satisfaction, identify areas for improvement, and support business decision-making.
- Quick assessment: Provides an immediate view of sentiment and overall satisfaction levels.
- Problem identification: Helps quickly pinpoint areas requiring improvement.
- Comparison: Enables comparison of satisfaction over time or across different groups.
- Complement to other metrics: Supplements indicators such as NPS (likelihood to recommend) or CES (Customer Effort Score).
How is NSAT calculated?
There are two main approaches:
1. Classic method (% Satisfied − % Dissatisfied)
- Formula: NSAT = % Satisfied − % Dissatisfied
- The result ranges from −100 to +100. A positive score indicates a predominance of positive opinions.
2. Microsoft method (0–200 scale)
- Often used in technical and IT surveys.
- Formula: NSAT = % Very Satisfied − % Dissatisfied (sum of “Rather dissatisfied” and “Very dissatisfied”) + 100
- Adding 100 eliminates negative values, resulting in a score from 0 to 200.
Interpretation of results (−100 to +100 scale)
| NSAT Score | Interpretation |
|---|---|
| +75 to +100 | Exceptional |
| +50 to +74 | Very good |
| 0 to +24 | Mixed, but slightly positive |
| Below 0 | Predominance of dissatisfaction (requires corrective actions) |
Why use NSAT?
- Balance of opinions: Shows the real gap between satisfied and dissatisfied groups, rather than just an average score.
- Trend monitoring: Makes it easy to detect when negative experiences begin to outweigh positive ones.
- Similarity to NPS: Operates on a principle similar to Net Promoter Score, but focuses on current satisfaction rather than willingness to recommend.
This metric is particularly useful after the completion of a service cycle or the implementation of a new service, to assess overall user reception of the change across the entire user base.