How is CSAT calculated?

Divide the responses that scored 4 or 5 by all responses, then multiply by 100. 80 satisfied responses out of 100 is a CSAT of 80%.

They're the satisfied answers on a 1 to 5 scale. Counting 3 as well would hide customers who weren't happy.

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CSAT calculator

Enter how many survey responses gave each score from 1 to 5, and get your customer satisfaction score.

How many responses gave each score

Score 1 (very unsatisfied)

Score 2

Score 3

Score 4

Score 5 (very satisfied)

CSAT score

Enter responses

CSAT = responses scoring 4 or 5 ÷ all responses × 100.

CSAT calculation examples

How the score works out in practice. Enter your own responses above.

A small survey

50 responses: 2 scored 1, 3 scored 2, 5 scored 3, 15 scored 4 and 25 scored 5. Satisfied responses (4 or 5): 15 + 25 = 40 CSAT = 40 ÷ 50 × 100 = 80%

A month of support tickets

1,200 responses, of which 1,020 scored 4 or 5. CSAT = 1,020 ÷ 1,200 × 100 = 85%

Why 3 doesn't count

200 responses: 120 scored 4 or 5, and 50 scored 3. CSAT = 120 ÷ 200 × 100 = 60%, not 85%. A 3 is a neutral answer, and counting it would hide customers who weren't happy.

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Questions, answered.

How is CSAT calculated?: Divide the responses that scored 4 or 5 by all responses, then multiply by 100. 80 satisfied responses out of 100 is a CSAT of 80%.
Why only 4 and 5?: They're the satisfied answers on a 1 to 5 scale. Counting 3 as well would hide customers who weren't happy.
Is it free?: Yes, with no sign-up. It runs in your browser, so nothing you type is sent to us.

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