Free CSAT Calculator
Calculate your Customer Satisfaction Score and see how you compare to industry benchmarks.
Your CSAT Score
%
Total Responses
Satisfied
Avg Rating
/
vs. Benchmark
+%
above below industry average (%)
What is CSAT?
CSAT (Customer Satisfaction Score) measures how satisfied customers are with a product, service, or interaction. It's typically measured by asking customers to rate their satisfaction on a scale (usually 1-5 or 1-7).
Your CSAT score is the percentage of customers who responded positively (typically 4-5 on a 5-point scale or 5-7 on a 7-point scale).
The Formula
CSAT = (Satisfied Customers ÷ Total Responses) × 100
"Satisfied" typically means responses of 4 or 5 on a 5-point scale, or 5, 6, or 7 on a 7-point scale.
CSAT vs NPS: What's the Difference?
CSAT
- • Measures satisfaction with specific interaction
- • Short-term metric
- • "How satisfied were you?"
- • Good for transactional feedback
NPS
- • Measures overall loyalty
- • Long-term metric
- • "How likely to recommend?"
- • Good for relationship feedback
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Frequently Asked Questions
What is a good CSAT score?
Generally, 75-85% is considered good. Above 85% is excellent. Below 70% suggests significant room for improvement. However, benchmarks vary by industry — check your sector's average.
Should I use a 5-point or 7-point scale?
5-point scales are simpler and get higher response rates. 7-point scales offer more nuance and can better detect smaller changes. Most companies use 5-point for simplicity.
When should I send CSAT surveys?
Send them immediately after key interactions: support tickets, purchases, onboarding, feature usage. The fresher the experience, the more accurate the feedback.
How many responses do I need?
For reliable results, aim for at least 100 responses. For statistically significant comparisons between periods, you'll want 200-400+ responses per period.
What should I do with low CSAT scores?
Follow up with unhappy customers to understand why. Look for patterns in negative feedback. Prioritize fixing issues that affect the most customers. Track improvements over time.
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