CSAT Score Calculator
Calculate your Customer Satisfaction Score instantly.
What is a CSAT Score?
CSAT, or Customer Satisfaction Score, is a key performance indicator (KPI) used to measure how satisfied customers are with a specific interaction, product, or service. It is one of the most straightforward customer experience metrics, typically captured through a simple survey asking: "How satisfied were you with your experience?"
How to Calculate CSAT Score
The calculation for CSAT is simple. You focus specifically on the "positive" responses. On a standard 5-point scale, "Satisfied" (4) and "Very Satisfied" (5) are considered positive.
(Number of Positive Responses รท Total Number of Responses) x 100 = CSAT %
Interpreting Your CSAT Results
A "good" CSAT score can vary by industry, but generally follows these benchmarks:
- 0% – 50%: Needs significant improvement. Look for friction points in the customer journey.
- 50% – 70%: Average. There is room for optimization in service delivery.
- 70% – 90%: Good to Excellent. Your team is meeting customer expectations consistently.
- 90% – 100%: Exceptional. You are providing top-tier customer service.
Example Calculation
Imagine your support team sent out 200 surveys last month. You received 150 responses. Out of those 150 responses, 120 customers rated their experience as a 4 or 5.
Why CSAT Matters
Unlike NPS (Net Promoter Score) which measures long-term loyalty, CSAT measures the "here and now." It is excellent for identifying specific pain points in your support ticket process, checkout flow, or new feature onboarding. By monitoring CSAT, businesses can react quickly to negative trends before they lead to customer churn.