This CSAT calculator gives you your customer satisfaction score and average rating from a standard 1–5 survey. It runs in your browser; nothing is stored.
CSAT Calculator
Enter the number of responses for each rating on your 1–5 satisfaction survey.
What is CSAT?
Customer Satisfaction Score (CSAT) measures how happy customers are with a specific interaction, such as a support ticket, a delivery or an onboarding call. You usually ask, “How satisfied were you with your experience?” right after the interaction.
The CSAT formula
CSAT = (Number of 4 and 5 ratings ÷ Total responses) × 100
Only “satisfied” (4) and “very satisfied” (5) answers count as positive. Neutral answers count toward the total.
Example: 300 responses, of which 180 are 5s and 66 are 4s. CSAT = (180 + 66) ÷ 300 × 100 = 82%.
The calculator also shows your average rating, which helps when two periods have the same CSAT but a different spread of scores.
What is a good CSAT score?
Many support teams aim for 80% or higher. Below 70% usually points to a specific, fixable problem, such as slow replies, a confusing policy or one product defect.
How to raise CSAT
- Reply faster. First response time has a strong effect on satisfaction. Measure it with the first response time calculator.
- Solve on the first contact. Every extra back-and-forth lowers satisfaction.
- Use good templates, not robotic ones. Our canned responses library has replies you can personalise.
- Read every 1 and 2 rating. Group them by reason each month.
CSAT vs NPS vs CES
| Metric | Question | Measures |
|---|---|---|
| CSAT | How satisfied were you? | One interaction |
| NPS | How likely are you to recommend us? | Overall loyalty |
| CES | How easy was it to get your issue solved? | Effort |
FAQ
Should I use a 1–5 or 1–10 scale? 1–5 is the most common for CSAT and is what this calculator uses.
Do neutral (3) answers count? Yes, in the total. They do not count as satisfied.