Csat Score Calculator

CSAT Score Calculator

Enter the number of satisfied customers and the total number of respondents to calculate your Customer Satisfaction Score (CSAT).

function calculateCSAT() { var satisfiedCustomers = parseFloat(document.getElementById("satisfiedCustomers").value); var totalRespondents = parseFloat(document.getElementById("totalRespondents").value); var resultDiv = document.getElementById("csatResult"); if (isNaN(satisfiedCustomers) || isNaN(totalRespondents) || satisfiedCustomers < 0 || totalRespondents totalRespondents) { resultDiv.innerHTML = "Number of satisfied customers cannot exceed total respondents."; return; } var csatScore = (satisfiedCustomers / totalRespondents) * 100; resultDiv.innerHTML = "Your CSAT Score is: " + csatScore.toFixed(2) + "%"; }

Understanding Your CSAT Score

The Customer Satisfaction Score (CSAT) is a widely used key performance indicator (KPI) that measures how satisfied customers are with a product, service, or overall experience. It's a direct and straightforward metric, typically gathered by asking customers a simple question like: "How satisfied are you with [product/service]?" or "How would you rate your overall satisfaction with the support you received?"

How CSAT is Measured

Responses are usually collected on a scale, most commonly a 1-5 point scale (1 being very dissatisfied, 5 being very satisfied), or sometimes a 1-3, 1-7, or 1-10 scale. For calculation purposes, "satisfied customers" are typically defined as those who give the highest ratings (e.g., 4s and 5s on a 5-point scale, or 9s and 10s on a 10-point scale). The CSAT score is then expressed as a percentage.

The CSAT Formula

The formula for calculating CSAT is simple:

CSAT Score = (Number of Satisfied Customers / Total Number of Respondents) × 100

This calculator uses this exact formula to give you an instant percentage.

Why CSAT Matters

• Customer Loyalty: High satisfaction often correlates with higher customer retention and loyalty.
• Early Warning System: A drop in CSAT can signal issues with products, services, or customer support, allowing businesses to address them proactively.
• Business Growth: Satisfied customers are more likely to recommend your business to others, contributing to organic growth.
• Product/Service Improvement: Feedback gathered alongside CSAT scores provides valuable insights for continuous improvement.

Interpreting Your CSAT Score

What constitutes a "good" CSAT score can vary significantly by industry, region, and even the specific product or service being evaluated. However, generally, a CSAT score between 75% and 85% is considered good, while anything above 85% is excellent. Scores below 70% often indicate areas that require immediate attention.

Examples of CSAT Calculation

Let's look at a couple of realistic scenarios:

• Example 1: A software company surveys 100 users after a new feature release. 80 users rate their satisfaction as 4 or 5 out of 5.
  Calculation: (80 / 100) * 100 = 80% CSAT Score.
• Example 2: An e-commerce store receives 600 responses to a post-purchase survey. 450 customers indicate they were satisfied or very satisfied.
  Calculation: (450 / 600) * 100 = 75% CSAT Score.
• Example 3: A customer support team handles 250 interactions in a day. Out of these, 220 customers rated their support experience as positive.
  Calculation: (220 / 250) * 100 = 88% CSAT Score.

Use the calculator above to quickly determine your CSAT score and gain insights into your customer satisfaction levels.