CSAT Calculator
Calculate your Customer Satisfaction Score from survey responses or rating counts. Get benchmark comparison and actionable improvement strategies.
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Total responses: 100
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Understanding CSAT
The CSAT Formula
CSAT measures short-term happiness with a specific interaction, product, or service. Customers rate their satisfaction on a scale, and CSAT is the percentage who are satisfied.
- 1-5 scale: 4-5 ratings count as "satisfied"
- 1-10 scale: 7-10 ratings count as "satisfied"
- Best practice: Survey immediately after key interactions
CSAT Score Ranges
- Excellent (80-100%)World-class
- Good (70-79%)Above average
- Fair (60-69%)Average
- Poor (40-59%)Below average
- Critical (0-39%)Needs urgent attention
Frequently Asked Questions
What's a good CSAT score?
Generally, 80%+ is excellent, 70-79% is good, and 60-69% is average. Industry varies: software/SaaS typically see 80-85%, retail 75-80%, and telecommunications 70-75%.
How does CSAT differ from NPS?
CSAT measures satisfaction with specific interactions while NPS measures loyalty and likelihood to recommend. CSAT is more immediate and actionable for improving specific touchpoints.
When should I survey customers for CSAT?
Right after key interactions: support tickets, purchases, onboarding, training sessions. The closer to the experience, the more accurate the feedback.
Should I use a 1-5 or 1-10 scale?
1-5 scales are simpler and have higher response rates. 1-10 scales provide more granular data. Choose 1-5 for simplicity, 1-10 if you need detailed segmentation.