{
  "id": "csat",
  "version": "0a8370f22aa1",
  "status": "published",
  "name": "CSAT Calculator",
  "question": "What is my CSAT score?",
  "summary": "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.",
  "category": "finance",
  "subcategory": "business",
  "url": "https://www.acalculator.org/finance/csat-calculator",
  "markdown": "https://www.acalculator.org/finance/csat-calculator.md",
  "kind": "function",
  "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.",
  "assumptions": [
    "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."
  ],
  "inputs": {
    "$schema": "https://json-schema.org/draft/2020-12/schema",
    "type": "object",
    "properties": {
      "r5": {
        "title": "Very satisfied (5)",
        "description": "How many responses rated their satisfaction 5 out of 5: very satisfied.",
        "type": "integer",
        "minimum": 0,
        "maximum": 1000000000
      },
      "r4": {
        "title": "Satisfied (4)",
        "description": "How many responses rated their satisfaction 4 out of 5: satisfied.",
        "type": "integer",
        "minimum": 0,
        "maximum": 1000000000
      },
      "r3": {
        "title": "Neutral (3)",
        "description": "How many responses rated their satisfaction 3 out of 5: neutral.",
        "type": "integer",
        "minimum": 0,
        "maximum": 1000000000
      },
      "r2": {
        "title": "Dissatisfied (2)",
        "description": "How many responses rated their satisfaction 2 out of 5: dissatisfied.",
        "type": "integer",
        "minimum": 0,
        "maximum": 1000000000
      },
      "r1": {
        "title": "Very dissatisfied (1)",
        "description": "How many responses rated their satisfaction 1 out of 5: very dissatisfied.",
        "type": "integer",
        "minimum": 0,
        "maximum": 1000000000
      }
    }
  },
  "outputs": {
    "csat": {
      "label": "CSAT score",
      "description": "Responses rating 4 or 5 ÷ all responses × 100.",
      "format": "percent"
    },
    "satisfied": {
      "label": "Satisfied responses",
      "description": "Responses that rated 4 or 5.",
      "format": "integer"
    },
    "total": {
      "label": "All responses",
      "description": "Responses at every rating from 1 to 5.",
      "format": "integer"
    },
    "average": {
      "label": "Average rating",
      "description": "The sum of each rating × its responses ÷ all responses, from 1 to 5.",
      "format": "number"
    }
  },
  "defaultAnswer": {
    "inputs": {
      "r5": 120,
      "r4": 90,
      "r3": 40,
      "r2": 30,
      "r1": 20
    },
    "outputs": {
      "csat": 70,
      "satisfied": 210,
      "total": 300,
      "average": 3.8666666666666667
    },
    "text": "210 satisfied out of 300 responses is a CSAT score of 70%."
  },
  "examples": [
    {
      "given": {
        "r5": 308,
        "r4": 447,
        "r3": 745,
        "r2": 0,
        "r1": 0
      },
      "expect": {
        "csat": 50.333333333333336,
        "satisfied": 755,
        "total": 1500
      },
      "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)"
    },
    {
      "given": {
        "r5": 120,
        "r4": 90,
        "r3": 40,
        "r2": 30,
        "r1": 20
      },
      "expect": {
        "csat": 70,
        "satisfied": 210,
        "total": 300,
        "average": 3.8666666666666667
      },
      "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; hand calculation in content.mdx: 210 ÷ 300 × 100 = 70; (600 + 360 + 120 + 60 + 20) ÷ 300 = 3.87"
    },
    {
      "given": {
        "r5": 0,
        "r4": 2,
        "r3": 1,
        "r2": 0,
        "r1": 0
      },
      "expect": {
        "csat": 66.66666666666667,
        "average": 3.6666666666666665
      },
      "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; hand calculation in content.mdx: 2 ÷ 3 × 100 = 66.67; (8 + 3) ÷ 3 = 3.67"
    }
  ],
  "sources": [
    "OpenStax, Principles of Marketing, 2.4 Marketing Plan Progress Using Metrics: CSAT counts the customers who rated their satisfaction 4 or 5 and divides by the responses; 308 very satisfied and 447 satisfied out of 1,500 responses is (308 + 447) ÷ 1,500 = 50.33%. https://openstax.org/books/principles-marketing/pages/2-4-marketing-plan-progress-using-metrics (retrieved 2026-10-18)"
  ],
  "related": [
    "churn-rate",
    "nrr",
    "customer-lifetime-value"
  ],
  "changelog": []
}