CSAT Calculator
Calculate your Customer Satisfaction Score (CSAT). Enter how many responses were satisfied — typically the top two boxes on your scale, such as 4s and 5s on a 1–5 scale — and your total number of responses.
CSAT score
85.0%
340 of 400 responses were satisfied
Tip: 'Satisfied' usually means the top two boxes of your scale (e.g. 'satisfied' and 'very satisfied').
How CSAT is calculated
Customer Satisfaction Score is the percentage of respondents who report being satisfied: CSAT = (satisfied responses / total responses) × 100. 'Satisfied' is normally defined as the top-box or top-two-box answers — for example, the 4s and 5s on a 1–5 satisfaction scale.
If 340 out of 400 respondents chose a 4 or 5, your CSAT is (340 / 400) × 100 = 85%. Decide your top-box definition before you collect data and keep it consistent so scores stay comparable across surveys.
CSAT vs. NPS vs. CES
CSAT measures satisfaction with a specific interaction or product and is best captured immediately after that touchpoint. NPS measures overall loyalty and willingness to recommend. CES (Customer Effort Score) measures how easy it was to get something done.
These metrics answer different questions, and mature teams often track more than one. CSAT is the quickest to deploy and the easiest for customers to answer, which is why it's a common first metric for support and product teams.
Getting reliable scores
Ask while the experience is fresh, keep the question specific ('How satisfied were you with this support conversation?'), and add a short open-ended follow-up to learn the reasons behind low scores.
Watch your sample size and response bias. Very happy and very unhappy customers are the most likely to respond, so a small or skewed sample can distort the score. Segment by product, channel, or customer type to see where satisfaction really differs.
Frequently asked questions
- What is a good CSAT score?
- Many industries treat 75–85% as a solid CSAT, but benchmarks vary. As with other experience metrics, your own trend over time is more actionable than a single target number.
- What counts as a 'satisfied' response?
- Usually the top box or top two boxes of your scale — for instance the 4s and 5s on a 1–5 scale, or 'satisfied' and 'very satisfied' on a labeled scale. Pick a definition and keep it consistent.
- Is CSAT a percentage?
- Yes. CSAT is expressed as a percentage of satisfied responses out of total responses, from 0% to 100% — unlike NPS, which is an absolute number from −100 to +100.
- When should I measure CSAT?
- Right after the interaction you want to measure — a purchase, a support conversation, or onboarding. The fresher the experience, the more accurate and useful the score.
Related reading
Customer Satisfaction Surveys (CSAT): The Complete GuideRun your own survey for free
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