CSAT Calculator
Enter your 5-point satisfaction responses to get your CSAT score and weighted average.
CSAT Calculator
Enter how many respondents chose each point on a standard 5-point satisfaction scale.
What is CSAT?
Customer Satisfaction Score (CSAT) measures satisfaction with a specific interaction, product, or experience, usually on a 5-point scale from very dissatisfied to very satisfied. Unlike NPS, which asks about likelihood to recommend, CSAT asks directly about satisfaction — making it useful right after a support ticket, purchase, or onboarding step.
How to calculate CSAT
You collect 200 responses: 90 very satisfied, 70 satisfied, 25 neutral, 10 dissatisfied, 5 very dissatisfied.
- CSAT score: (90 + 70) ÷ 200 = 80%
- Weighted average: (90×5 + 70×4 + 25×3 + 10×2 + 5×1) ÷ 200 = 4.15 / 5
What's a good CSAT score?
CSAT scores of 75–85% are typically considered solid across most industries, with 90%+ reserved for best-in-class experiences. Because CSAT is scoped to one interaction, track it over time and by touchpoint rather than comparing it directly against other companies' published numbers, which vary by scale wording and industry.
How to act on CSAT results
- Ask immediately after the interaction — satisfaction recall fades fast, so CSAT surveys sent same-day are far more accurate than delayed ones.
- Follow up with dissatisfied respondents directly when your survey allows identified responses — closing the loop on a bad experience often recovers the relationship.
- Pair the score with an open-text "why" question so a dip in CSAT comes with an explanation, not just a number.
Frequently asked questions
CSAT measures satisfaction with one specific interaction or transaction, while NPS measures overall likelihood to recommend the whole relationship — use CSAT for a support ticket or checkout, and NPS for a periodic relationship pulse.
A 5-point scale is the most common and gives enough range to spot a neutral middle without overwhelming respondents with choices — 3-point scales lose nuance and 7-point scales rarely add meaningful precision for most use cases.
The percentage only counts the top two points, so two surveys with the same CSAT score can have very different distributions underneath — the weighted average (out of 5) reveals whether your "not satisfied" responses lean neutral or lean very negative.
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