--- url: "https://questionstar.com/use-cases/nps-csat-ces/" title: "NPS, CSAT & CES — QUESTIONSTAR" description: "NPS calculated automatically — on a 5-, 7- or 11-point scale, shown in native charts, with automatic follow-up on low scores. CSAT and CES too." lastmod: "2026-07-08" type: "marketing" --- # NPS that comes back already analyzed. 5-, 7- or 11-point scale. QUESTIONSTAR calculates the Net Score automatically, shows it in native charts — and can follow up automatically on low ratings. - [See templates](/templates#kat-nps) *Free, no time limit, no credit card.* ## NPS is quick to ask. The work often starts afterward. A scale that doesn't fit the tool. An export that first has to be sorted in Excel. Charts built only for a monthly report. And a bad score where nobody's quite sure who follows up. Then the feedback is there — but not really usable yet. That turns a simple question into a small analysis process. ## Four working mechanics, not four marketing promises. ### NPS on more than just 0–10 In research or internal surveys, 0–10 often isn't what's used. The Net Score is still calculated automatically — no manual re-coding. ### Charts that don't wait for the export When charts are only built after the export, they often get stuck in the monthly report. Here they take shape right in the tool — and can be passed natively to Data Studio or Power BI when needed. ### A low score doesn't stay just a number On a low value, a follow-up question can appear right away. For example: "May we get in touch with you?" ### From feedback into the next system Via webhook, Zapier or n8n, responses can be passed on directly. So sales or support can react the same day — not only after the next report. ## The Net Score is calculated as soon as answers come in. NPS doesn't always have to be 0 to 10. QUESTIONSTAR calculates the Net Score automatically — on 5- or 7-point scales too. Thresholds for detractors, passives and promoters can be adjusted. On a 5-point scale, for instance: 0–2 as detractors, 3 as passive, 4–5 as promoters. Gauge, pie chart, bar, column, histogram or table — right in the tool. When the results need to be shown, they can be exported as Word, Excel, PowerPoint or PDF. [More on analysis & charts](/features) ## CSAT and CES already work today — just not automatically yet. NPS is calculated automatically. CSAT and CES can be analyzed today via custom variables. Automatic calculation is in preparation. ## What happens when someone rates low? So a detractor doesn't only surface in the next report, you can react right away. Email alert to the team as soon as the condition is met. Inline follow-up question on a low score. Webhook into HubSpot or Salesforce, so a bad score becomes more than just a report. [More on integrations & webhooks](/integrations) ## Four applications where it really helps. ### B2B SaaS Customer Success Right after onboarding, the mood is often clearer than three months later. When a customer rates low, an alert can fire right away — before the case disappears into the monthly report. ### E-commerce CSAT after the purchase After delivery or a support contact, a short scale is often enough. CSAT can be captured and analyzed manually today; automatic calculation is in preparation. ### Employee eNPS The mechanics are the same, only the question changes. For internal surveys, what matters most is that anonymity and analysis work cleanly together. ### Academic research In research and pretests, 5- and 7-point scales are often more common than 0–10. That's exactly where the flexible NPS calculation helps, because there's no need to re-code afterward. ## What you should know upfront. **Which scales are supported for NPS?** QUESTIONSTAR can calculate NPS automatically on 5-, 7- and 11-point scales. The thresholds for detractors, passives and promoters are adjustable. **Can we combine NPS and CSAT in one survey?** Yes. You can use the relevant questions in the same survey. NPS is calculated automatically; CSAT and CES can currently be analyzed manually via custom variables. **What happens automatically with a detractor?** Depending on the configuration, an email notification can be triggered, a follow-up question can appear in the questionnaire, or a response can be passed to another system via webhook / Zapier / n8n. Conditions can also be combined across several questions. **Where is the data stored?** QUESTIONSTAR hosts in German IONOS data centers. Details on security and GDPR compliance on /security. **Can we process the data further?** Yes. Raw data can be exported as CSV, XLSX or SPSS — or passed on directly via API and webhook. Data can also be connected natively to Data Studio or Power BI. Via Zapier and n8n, individual responses can be transferred to other systems. Finished reports are available as Word, Excel, PowerPoint or PDF. **Are there industry benchmarks?** No. QUESTIONSTAR calculates your Net Score, not your comparison to someone else's benchmarks. That's deliberate: external benchmarks often sound more helpful than they are methodologically. ## Ready for NPS without the Excel detour? You can start right away. No contract, no commitment. Stop whenever you like. - [See templates](/templates#kat-nps)