What Is a CSAT Score?
The Customer Satisfaction Score (CSAT) is one of the most widely used metrics for measuring how happy customers are with a product, service, or interaction. After a survey, customers typically rate their experience (for example, on a 1–5 scale). Responses in the top one or two positive categories — such as "Satisfied" and "Very Satisfied" — are counted as satisfied responses. CSAT expresses these satisfied responses as a percentage of all responses received.
How to Use This Calculator
Enter two numbers: the count of satisfied responses (the positive ratings you want to count) and the total responses collected. The calculator instantly returns your CSAT percentage along with the implied number of dissatisfied responses. Use it after any survey, support ticket follow-up, or post-purchase questionnaire.
The Formula Explained
The CSAT formula is simple:
$$\text{CSAT} \% = \frac{\text{Satisfied Responses}}{\text{Total Responses}} \times 100$$
The result is always between 0% and 100%. A higher number means more customers reported a positive experience. Many teams treat 75–85% as a solid benchmark, though ideal targets vary by industry.
Worked Example
Suppose you sent a survey and received 200 responses. Of those, 170 customers rated their experience as satisfied or very satisfied. Your CSAT is $$(170 \div 200) \times 100 = 85\%$$ That means 30 responses (15%) were dissatisfied — a useful signal for where to focus improvements.
FAQ
What counts as a "satisfied" response? Usually the top one or two positive options on your rating scale (e.g., 4 and 5 on a 5-point scale). Be consistent so trends are comparable over time.
What is a good CSAT score? It depends on your industry, but many businesses aim for 80% or higher. Track changes over time rather than a single snapshot.
How is CSAT different from NPS? CSAT measures satisfaction with a specific interaction or product, while Net Promoter Score (NPS) measures overall loyalty and likelihood to recommend.
