CSAT Calculator
Enter how many responses you got for each score, from 1 to 5. Your CSAT, the average score and the result band show up instantly.
Your CSAT
76%
Fair satisfaction
- Satisfied (scores 4 and 5)
- 190
- Average score
- 4.1
What is CSAT?
CSAT (Customer Satisfaction Score) measures how satisfied a customer is with a specific experience: a support interaction, a purchase, a delivery. The question is direct — “How would you rate the support you received today?” — and answers go from 1 (very dissatisfied) to 5 (very satisfied). Unlike NPS, which measures loyalty to the relationship as a whole, CSAT measures a moment. See the full guide on what CSAT is and when to use it.
How do you calculate CSAT?
CSAT is the percentage of satisfied customers: CSAT = (responses 4 and 5 ÷ total responses) × 100. Scores 1, 2 and 3 count in the total but not as satisfied. For example: out of 250 responses, with 120 fives and 70 fours, CSAT is 190 ÷ 250 × 100 = 76%. In Excel, with scores in column A, use =COUNTIF(A2:A251,">=4")/COUNTA(A2:A251)*100. To measure without a spreadsheet, automate collection by email or WhatsApp right after each interaction — and calculate your NPS too.
| Band | CSAT | Reading |
|---|---|---|
| Well-rated experience | Above 80% | The job is to keep the level and track the trend. |
| Fair satisfaction | 60% to 80% | There are clear points to improve — read the comments. |
| Needs investigation | Below 60% | Many customers leave this experience dissatisfied. |
Frequently asked questions about CSAT
How do you calculate CSAT?
Add up the responses scored 4 and 5, divide by the total number of responses and multiply by 100. With 190 fours or fives out of 250 responses, CSAT is 76%.
What is a good CSAT score?
Above 80% usually signals a well-rated experience, and below 60% calls for investigation. Since CSAT varies a lot by industry and by when you ask, the most useful benchmark is the trend of your own score.
What is the difference between CSAT and the average score?
CSAT is the percentage of satisfied customers (scores 4 and 5); the average score is the mean of all scores from 1 to 5. The calculator shows both: CSAT is the number the market uses to compare, and the average helps you see whether low scores cluster at 1 or at 3.
How do I calculate CSAT in Excel?
With scores from 1 to 5 in column A (for example, A2:A251), use =COUNTIF(A2:A251,">=4")/COUNTA(A2:A251)*100. It counts the 4s and 5s and divides by the total number of responses.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with one interaction on a 1 to 5 scale, and the score is the percentage of 4s and 5s. NPS measures loyalty and willingness to recommend on a 0 to 10 scale, and the score is the percentage of promoters minus the percentage of detractors.
When should I send a CSAT survey?
Right after the interaction you want to rate: the end of a support ticket, the delivery of an order, the end of onboarding. The closer to the moment, the more accurate the feedback.
Go beyond the calculator.
Send automated CSAT surveys via Email, WhatsApp and Embed with a 14-day free trial.