acalculator

What is my CSAT score?

Enter how many survey responses gave each rating from 1 (very dissatisfied) to 5 (very satisfied). The calculator gives your CSAT score, the share of customers who rated 4 or 5, and the average rating.

Your numbers

CSAT score
70%

210 satisfied out of 300 responses is a CSAT score of 70%.

Satisfied responses
210
All responses
300
Average rating
3.87

CSAT score: 70%. 210 satisfied out of 300 responses is a CSAT score of 70%.

The results are estimates for information only. They are not financial, tax, or legal advice. Check the numbers with your lender or a qualified professional before you decide. Terms of use

How to calculate

Computes the customer satisfaction score (CSAT) from survey responses on a 1 to 5 scale: the share of responses that rated 4 or 5, with the average rating.

Example with the default inputs (Very satisfied (5) 120, Satisfied (4) 90, Neutral (3) 40, Dissatisfied (2) 30, Very dissatisfied (1) 20): 210 satisfied out of 300 responses is a CSAT score of 70%.

Method: CSAT = (responses rating 4 + responses rating 5) ÷ all responses × 100; average rating = (1 × n₁ + 2 × n₂ + 3 × n₃ + 4 × n₄ + 5 × n₅) ÷ all responses.

  • The survey asks for a rating from 1 (very dissatisfied) to 5 (very satisfied); 4 and 5 count as satisfied.
  • Arithmetic is exact on the typed counts; the score shows to 2 decimals.

Machine-readable copies: Markdown, JSON.

Worked examples

Each example is checked against the calculator on every build.

  1. Very satisfied (5) 308, Satisfied (4) 447, Neutral (3) 745, Dissatisfied (2) 0, Very dissatisfied (1) 0 gives CSAT score 50.333333%, Satisfied responses 755, All responses 1,500.Source: OpenStax, Principles of Marketing, 2.4 Marketing Plan Progress Using Metrics (CSAT = customers who rated 4 or 5 ÷ responses; 308 very satisfied and 447 satisfied of 1,500 responses is 50.33%). https://openstax.org/books/principles-marketing/pages/2-4-marketing-plan-progress-using-metrics: (308 + 447) ÷ 1,500 = 50.33% (OpenStax groups the other 745 responses; any split of them gives the same CSAT)
  2. Very satisfied (5) 120, Satisfied (4) 90, Neutral (3) 40, Dissatisfied (2) 30, Very dissatisfied (1) 20 gives CSAT score 70%, Satisfied responses 210, All responses 300, Average rating 3.866667.Source: OpenStax, Principles of Marketing, 2.4 Marketing Plan Progress Using Metrics (CSAT = customers who rated 4 or 5 ÷ responses; 308 very satisfied and 447 satisfied of 1,500 responses is 50.33%). https://openstax.org/books/principles-marketing/pages/2-4-marketing-plan-progress-using-metrics
  3. Very satisfied (5) 0, Satisfied (4) 2, Neutral (3) 1, Dissatisfied (2) 0, Very dissatisfied (1) 0 gives CSAT score 66.666667%, Average rating 3.666667.Source: OpenStax, Principles of Marketing, 2.4 Marketing Plan Progress Using Metrics (CSAT = customers who rated 4 or 5 ÷ responses; 308 very satisfied and 447 satisfied of 1,500 responses is 50.33%). https://openstax.org/books/principles-marketing/pages/2-4-marketing-plan-progress-using-metrics

How it works

With the number of responses at each rating, n₁ (very dissatisfied) to n₅ (very satisfied), and N = n₁ + n₂ + n₃ + n₄ + n₅:

  • Satisfied responses = n₄ + n₅
  • CSAT score = (n₄ + n₅) ÷ N × 100
  • Average rating = (1 × n₁ + 2 × n₂ + 3 × n₃ + 4 × n₄ + 5 × n₅) ÷ N

Rules:

  • Each count is a whole number from 0 to 1 billion, and there must be at least one response.
  • The arithmetic is exact on the counts you type. The CSAT score and the average rating show to 2 decimals.

Assumptions

  • The survey uses a 1 to 5 scale, and a rating of 4 or 5 counts as satisfied.
  • N counts the responses, not the surveys sent.

Worked examples by hand

1,500 responses (OpenStax). 308 customers were very satisfied (5), 447 satisfied (4), and the other 745 neutral, dissatisfied or very dissatisfied. CSAT = (308 + 447) ÷ 1,500 × 100 = 50.333…, shown as 50.33%. OpenStax does not split the 745, so any split of them between 1, 2 and 3 gives the same score; only the average rating changes.

300 responses. n₅ = 120, n₄ = 90, n₃ = 40, n₂ = 30, n₁ = 20. Satisfied = 210, so CSAT = 210 ÷ 300 × 100 = 70%. Average rating = (5 × 120 + 4 × 90 + 3 × 40 + 2 × 30 + 1 × 20) ÷ 300 = 1,160 ÷ 300 = 3.866…, shown as 3.87.

Three responses. Two ratings of 4 and one of 3: CSAT = 2 ÷ 3 × 100 = 66.666…, shown as 66.67%, and the average is (8 + 3) ÷ 3 = 3.666…, shown as 3.67.

Other questions people ask

What is a CSAT score?

CSAT, the customer satisfaction score, is the main measure of how satisfied customers are. A survey asks customers to rate their satisfaction, usually from 1 to 5, and the score is the percent who answered 4 or 5.

How do I calculate CSAT?

Add the responses that rated 4 (satisfied) and 5 (very satisfied), divide by the number of responses, and multiply by 100. With 308 very satisfied and 447 satisfied out of 1,500 responses, CSAT = (308 + 447) ÷ 1,500 × 100 = 50.33%.

Do I divide by the surveys sent or the responses?

By the responses. If you emailed 15,000 customers and 1,500 answered, divide by 1,500. Customers who did not answer are not counted either way.

What is the difference between the CSAT score and the average rating?

The CSAT score counts only how many customers were satisfied (4 or 5). The average rating uses every answer, so a move from 1 to 3 raises the average but not the CSAT score. The page shows both.

What is a good CSAT score?

Higher is better, and 100% means every customer who answered was satisfied. Scores differ by industry and by when you ask, so the most useful comparison is with your own earlier surveys asked the same way.

Can I use a scale other than 1 to 5?

This page uses the 1 to 5 scale, where 4 and 5 count as satisfied. On another scale, count the top answers as satisfied and divide by all responses in the same way.