# What is my CSAT score?

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.

- Page: https://www.acalculator.org/finance/csat-calculator
- JSON spec: https://www.acalculator.org/finance/csat-calculator.json
- Version: 0a8370f22aa1

## Default answer

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%.

## Inputs

| Key | Label | Description |
| --- | --- | --- |
| r5 | Very satisfied (5) | How many responses rated their satisfaction 5 out of 5: very satisfied. |
| r4 | Satisfied (4) | How many responses rated their satisfaction 4 out of 5: satisfied. |
| r3 | Neutral (3) | How many responses rated their satisfaction 3 out of 5: neutral. |
| r2 | Dissatisfied (2) | How many responses rated their satisfaction 2 out of 5: dissatisfied. |
| r1 | Very dissatisfied (1) | How many responses rated their satisfaction 1 out of 5: very dissatisfied. |

## Outputs

| Key | Label | Description |
| --- | --- | --- |
| csat | CSAT score | Responses rating 4 or 5 ÷ all responses × 100. |
| satisfied | Satisfied responses | Responses that rated 4 or 5. |
| total | All responses | Responses at every rating from 1 to 5. |
| average | Average rating | The sum of each rating × its responses ÷ all responses, from 1 to 5. |

## 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.

## Worked examples

1. r5 = 308, r4 = 447, r3 = 745, r2 = 0, r1 = 0 gives csat = 50.333333%, satisfied = 755, total = 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. r5 = 120, r4 = 90, r3 = 40, r2 = 30, r1 = 20 gives csat = 70%, satisfied = 210, total = 300, average = 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. r5 = 0, r4 = 2, r3 = 1, r2 = 0, r1 = 0 gives csat = 66.666667%, average = 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.

## FAQ

### 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.

## 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)