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CSAT calculator
Enter how many people picked each rating from 1 to 5 and get your customer satisfaction score, your average rating, and the split between satisfied, neutral, and unsatisfied responses.
Your survey responses
Enter how many people picked each rating from 1 to 5.
0 responses
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Your CSAT score
Waiting for responses
CSAT is the share of people who picked one of the top two ratings, so it always lands between 0 and 100 percent.
Your groups
Unsatisfied
1 to 2
0.0%
0 responses
Something went wrong in this interaction. These are the responses to read first.
Neutral
3
0.0%
0 responses
The interaction worked but left no impression. Easy to overlook, easy to win.
Satisfied
4 to 5
0.0%
0 responses
The interaction did what people needed. These responses make up your score.
Rating distribution
How your responses spread across the 1 to 5 scale.
How CSAT is calculated
Customer satisfaction score measures one interaction, not your product as a whole. People rate the experience they just had, usually from 1 to 5, and the score is the share of them who picked one of the top two ratings.
STEP 1
Ask right after the interaction
A support conversation closing, an export finishing, an integration connecting. Ask while people still remember the specific thing you are asking about.
STEP 2
Count the top two ratings
Ratings of 4 and 5 count as satisfied. A 3 is neutral, and 1 and 2 are unsatisfied. Only the satisfied responses feed the score.
STEP 3
Divide by all responses
Satisfied responses divided by total responses, times 100. Neutral answers dilute the result rather than counting against it.
The formula
CSAT = satisfied responses ÷ total responses × 100
The average rating is worth watching next to the score, because two surveys can share a CSAT of 80 percent while one has a wall of 5s and the other has a wall of 4s.
CSAT is the easiest of the four standard surveys to act on, because the scope is narrow enough that a low score points somewhere specific. See how to create in-app surveys for how it compares with NPS, CES, and PMF.
What is a good CSAT score?
Most teams land somewhere between 70 and 85 percent. The number depends heavily on what you are measuring, so compare a flow against its own history rather than against someone else's support benchmark.
Needs work
From 0% to 60%
Fewer than three in five people were satisfied. Read the low scores before changing anything.
Good
From 60% to 75%
A normal result for most interactions, with clear room to improve.
Great
From 75% to 90%
The interaction is working for the large majority of people who go through it.
Excellent
From 90% to 100%
Almost everyone is satisfied. Worth checking that you are not only surveying people who succeeded.
CSAT questions, answered
Customer satisfaction score is the percentage of people who rated a specific interaction positively. It is measured per interaction, such as a support conversation or a setup flow, rather than across your whole product.
Count the responses that picked one of the top two ratings, divide by the total number of responses, and multiply by 100. If 151 of 180 people rated the interaction 4 or 5, your CSAT is 83.9 percent.
A 1 to 5 scale is the common default and the one this calculator uses. Whichever you pick, keep it identical across every CSAT survey you run, because a score from one scale cannot be compared with a score from another.
They answer different questions. The score tells you how many people were satisfied, and the average tells you how strongly. Read them together, because a score can hold steady while the average quietly slides from 5s to 4s.
CSAT measures one interaction right after it happens and points at something specific you can fix. NPS measures the overall relationship over time and is too broad to evaluate a single feature or conversation.
Pick the two or three interactions that actually matter and survey those. Asking after every event is the fastest way to train people to dismiss your surveys, and your frequency cap should be shared across every survey type you run.
Ask for CSAT at the right moment
Flows triggers a survey on the action that just happened, so you measure the interaction while people still remember it.
