Free Customer Experience Tools

Each calculator takes your raw response counts, shows the score, and explains how it was calculated, so you can check the maths and reuse the method in your own reports.

• NPS calculator — enter how many people answered 0 to 10 and get your Net Promoter Score from −100 to +100, with the share of promoters, passives and detractors.
• CSAT calculator — turn ratings on a 1–5 (or similar) scale into a customer satisfaction percentage: the share of satisfied answers out of all answers.
• CES calculator — average the answers to “how easy was it to…?” and see whether your service, process or channel feels effortless or hard work.

The three metrics answer different questions, so the right choice depends on what you want to improve. Most mature programmes use all three, each at a different point in the customer journey.

Metric	Question it answers	Typical scale	Best moment to ask
NPS	How loyal are customers overall — would they recommend us?	0–10	Periodically (quarterly, after onboarding, before renewal) or after a full visit
CSAT	Were customers satisfied with this specific interaction?	1–5 or smileys	Right after a visit, a purchase, a support call or a delivery
CES	How easy was it to get what they came for?	1–7 agreement or 1–5 ease	Right after a task: resolving an issue, completing an application, returning a product

Use NPS when you report to leadership on loyalty and want a number that is comparable over time. It was introduced by Fred Reichheld of Bain & Company in the Harvard Business Review article “The One Number You Need to Grow” (2003). It tells you where you stand, but on its own it rarely tells you what to fix, so always pair the score with an open “why?” question. Read the full method in What is NPS?

Use CSAT when you want to compare touchpoints, branches, teams or shifts. Because it is asked about one moment, it reacts quickly when something changes — a new process at the counter, a staffing gap on Saturdays. This is the metric most often shown on a feedback kiosk or a QR survey at the exit. See What is CSAT?

Use CES when the experience is a task the customer has to get through: a claim, an application, a return, a support case. The idea that reducing effort matters more than “delighting” customers was popularised by CEB researchers Matthew Dixon, Karen Freeman and Nicholas Toman in the Harvard Business Review article “Stop Trying to Delight Your Customers” (2010). See Customer Effort Score.

For employees, the same logic as NPS applies to the question “would you recommend us as a place to work?” — the employee Net Promoter Score (eNPS). And if you want one comparable number across very different service points, read about the Satisfaction Level Indicator (SLI). A side-by-side comparison of the three customer metrics is in NPS vs CSAT vs CES.

Your own surveys show what customers tell you; Google reviews show what they tell everyone else. Two free tools make asking for reviews easier:

• Google review QR code generator — paste your Google Place ID or review link and download a QR code for counters, receipts, table tents and room cards, as PNG or print-ready SVG.
• Google review link generator — build the direct write-a-review link for your listing, ready to paste into emails, text messages, e-receipts and your website.

Both pages explain how to ask within Google's rules: invite every customer the same way, never only the happy ones, and never in exchange for a reward.

Example: a branch collects 200 responses in a month on a kiosk at the exit. The CSAT question shows 84% of visitors satisfied — healthy, but down from the previous month. The follow-up CES question for visitors who came to resolve an issue shows that “returning a product” scores far worse on ease than any other reason for the visit. The quarterly NPS survey sent by email confirms the pattern from the other side: detractors mention returns in their comments. One process, seen through three lenses — and a clear first thing to fix.

The calculators above handle one-off numbers. When you need the same scores every day, for every location and channel, with an alert the moment one drops, that is what a feedback platform is for.

Qmeter collects NPS, CSAT and CES through feedback kiosks (online and offline), QR codes, SMS, email and web links, in multilingual surveys. Scores update on one dashboard per branch, service and template; real-time alerts flag drops; low scores open follow-up tickets in closed-loop ticketing; and Google review management brings every location's public reviews into the same workspace. You can try it with a 14-day free trial.