CSAT Calculator

What is CSAT?

Customer Satisfaction Score (CSAT) measures your customers' overall satisfaction with your product, services, or customer experience. It can help you gauge your customers' sentiments and identify areas for improvement. This metric is calculated using customer satisfaction surveys that ask people to rate their experience with your product from 1 to 5.

Relevant channels: Customer feedback platforms, email surveys, in-app surveys, and customer support tools.

How to use this CSAT calculator

Based on the scores (1-5) that your customers provide in a customer satisfaction survey, enter the number of very satisfied (5), satisfied (4), neutral (3), dissatisfied (2), and very dissatisfied (1) customers. The calculator will automatically calculate your CSAT.

CSAT formula

An image showing CSAT formula

CSAT = (Total Number of Satisfied Customers/ Total Number of Customers) x 100

Note: Total Number of Satisfied Customers = Very Satisfied Customers (Score 5) + Satisfied Customers (Score 4)

Understanding the CSAT result

The ideal CSAT score will vary according to your industry and product. However, an average score between 75% and 85% is considered good.

A high CSAT score indicates that most of your customers are satisfied with your product and overall experience.
A low CSAT score indicates potential issues with customer experience or product quality that require your attention.

When to calculate CSAT

You must calculate your CSAT score in the following situations:

Regularly, to monitor ongoing customer satisfaction
After launching new products, features, or services
Post-interactions with customer support or sales teams
After customer feedback or complaints to measure improvements
To assess satisfaction following promotions or marketing campaigns

How to calculate CSAT with example

Let’s say your survey received 500 responses, of which you had 250 very satisfied customers, 150 satisfied customers, 50 neutral customers, 30 dissatisfied customers, and 20 very dissatisfied customers. Your CSAT can be calculated as follows:

CSAT = (Total Number of Satisfied Customers/ Total Number of Customers) x 100

CSAT= [(250+ 150) /500] x 100 = 80%

In this example, your CSAT score is 80%, indicating that 80% of customers were satisfied with their experience.