CSAT Calculator
- Satisfied (4–5)
- Neutral (3)
- Dissatisfied (1–2)
Compare CSAT with your own past scores for the same question and channel; the 1–2 answers are the ones to follow up.
How the CSAT calculation works
Count the answers for each rating
Ask "How satisfied were you with…?" on a 1–5 scale and count each answer. Out of 250 replies: 140 fives, 60 fours, 25 threes, 10 twos and 15 ones.
Add up the satisfied answers
The usual method counts 4 and 5 as satisfied (top-2-box): 140 + 60 = 200. A stricter version counts only 5s.
Divide by all responses
200 ÷ 250 × 100 = 80.0% CSAT. Neutral and unhappy answers stay in the total, so they pull the score down.
Watch the low scores too
Here 25 of 250 answers (10.0%) are a 1 or 2. Those customers are the ones to contact first.
Worked example. A shop sends a one-question survey after each order and gets 250 replies: 140 rate it 5, 60 rate it 4, 25 rate it 3, 10 rate it 2 and 15 rate it 1. Satisfied answers are 140 + 60 = 200, so CSAT is 200 ÷ 250 = 80.0%. The average rating is 4.20 out of 5, and 10.0% of customers are dissatisfied.
CSAT FAQ
How do you calculate CSAT?
Count the answers of 4 and 5 on a 1–5 scale, divide by all answers and multiply by 100. 200 satisfied out of 250 responses is an 80.0% CSAT.
What is the CSAT formula?
CSAT = (number of satisfied responses ÷ total responses) × 100. "Satisfied" is normally the top two answers on the scale, such as 4 and 5 out of 5.
What is a good CSAT score?
There is no official standard, and published averages use different questions and scales. Compare your score with your own past results for the same question, and look at the share of 1s and 2s, not just the headline.
Is CSAT the same as the average rating?
No. CSAT is the share of happy customers, while the average rating is the mean of all answers. 250 answers can average 4.20 out of 5 but give a CSAT of 80.0%, because neutral and low answers count as not satisfied.
What is the difference between CSAT and NPS?
CSAT asks how satisfied someone was with one purchase or interaction, usually on a 1–5 scale. NPS asks how likely they are to recommend you on a 0–10 scale and subtracts detractors from promoters. CSAT measures a moment; NPS measures loyalty.
Should 3 count as satisfied?
Usually not. A 3 is a neutral answer, so the common top-2-box method leaves it out of the satisfied count but keeps it in the total. Whatever you choose, use it every time so scores compare.
Can I use a 1–10 or 1–7 scale?
Yes, but this calculator is set up for 1–5. On other scales, count the top answers you treat as satisfied (for example 9–10 or 6–7) as the 5s and leave the 4s at zero.