Customer Satisfaction Score
CSAT Score Calculator
Enter your survey ratings to instantly calculate your Customer Satisfaction Score, see your satisfaction breakdown, and benchmark against industry averages.
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CSAT Benchmark Guide
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Our free CSAT survey makes it easy to measure and understand your customer satisfaction, so you can take action to improve retention and growth.
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What is Customer Satisfaction Score (CSAT)?
Customer Satisfaction Score (CSAT) is a transactional metric that measures how satisfied customers are with a specific interaction, product, or experience. It is one of the most widely used customer experience metrics alongside NPS and CES (Customer Effort Score).
A CSAT survey typically asks: "How satisfied were you with [experience]?" - rated on a 1–5 scale from Very Dissatisfied to Very Satisfied. The CSAT score is then calculated as the percentage of respondents who rated 4 or 5 (satisfied or very satisfied) out of the total responses.
Unlike NPS, which captures long-term loyalty, CSAT captures immediate satisfaction. It's best used right after a specific touchpoint - a support interaction, a purchase, onboarding, or a product release - giving you actionable, in-the-moment signal.
CSAT Calculation Formula
The CSAT formula counts only positive responses (4 and 5) as satisfied - neutral and negative responses do not contribute to the score:
CSAT Formula
CSAT = (Satisfied Responses / Total Responses) × 100
Satisfied = ratings of 4 or 5 on a 1–5 scale
Example Calculation (1–5 scale)
Calculating CSAT on a 1–10 scale
If your CSAT survey uses a 1–10 scale, count responses of 9 or 10 as satisfied. The formula stays the same: (Satisfied ÷ Total) × 100. Treat 7–8 as neutral and 1–6 as dissatisfied. The 1–5 scale is generally preferred because it's faster to complete and yields higher response rates, but results are comparable when the threshold is applied correctly.
CSAT vs NPS vs CES
Each metric answers a different question. The best customer experience programs use all three together.
Frequently Asked Questions
What is a good CSAT score?
A CSAT score above 80% is considered good, and above 90% is excellent. Industry averages typically fall between 75–85%, though this varies significantly by sector. SaaS companies tend to average 78–82%, while e-commerce averages 75–80%.
Why do only ratings of 4 and 5 count as satisfied?
Research shows that only customers who are genuinely satisfied (4) or very satisfied (5) behave like loyal customers - they repurchase, refer others, and churn less. Neutral responses (3) do not produce the same positive behaviors, so counting them would inflate your score and mask real dissatisfaction.
When should I send a CSAT survey?
Send CSAT surveys immediately after a specific interaction - within minutes for support interactions, within 24 hours for onboarding sessions or purchases. The closer to the event, the more accurate the response. Avoid sending surveys more than 48 hours after the interaction.
How is CSAT different from NPS?
CSAT is transactional - it measures satisfaction with a specific moment or experience. NPS is relational - it measures overall loyalty and likelihood to recommend. Use CSAT to diagnose specific touchpoints and NPS to track overall customer health. Both metrics together give you the full picture.
What response rate should I expect for CSAT surveys?
CSAT surveys typically see 10–30% response rates for email surveys and 40–60% for in-product or post-chat surveys. Short, single-question surveys sent immediately after an interaction see the highest rates. Always include a follow-up open-text field to capture qualitative feedback.
Run your CSAT survey and benchmark your customer satisfaction in seconds
Our free CSAT survey makes it easy to measure and understand your customer satisfaction, so you can take action to improve retention and growth.
Start Measuring CSAT FreeNo credit card required