How to calculate your Customer Satisfaction Score
Customer Satisfaction Score (CSAT) shows what percentage of your customers are satisfied with a specific experience, such as a purchase, a delivery or a conversation with your support team. It is usually asked straight after that experience.
The calculation, step by step
- Count everyone who answered the satisfaction question.
- Count the people who chose 4 (satisfied) or 5 (very satisfied).
- Divide the second number by the first and multiply by 100.
Example: 200 customers answer the question and 164 of them choose 4 or 5. The CSAT is 164 ÷ 200 × 100 = 82%.
What if I use a different scale?
The same approach works for other scales, as long as you decide up front which answers count as satisfied. On a 7-point scale that is usually 6 and 7; on a 10-point scale it is usually 8, 9 and 10. Enter the number of those answers as your satisfied responses.
What is a good CSAT score?
Scores between 75% and 85% are common, and a score of 80% or higher is generally considered strong. Typical scores differ by industry and by the type of interaction you measure. This calculator compares your result with a general reference score of 78%; the most reliable benchmark is your own score over time.
CSAT and NPS: what is the difference?
CSAT measures satisfaction with one moment. NPS measures loyalty to your organisation as a whole, by asking how likely someone is to recommend you. CSAT tells you where an experience needs fixing; NPS tells you how the relationship is developing.
How many responses do I need?
A CSAT based on a few dozen responses can shift by several points from one week to the next. Check the precision of your score with the margin of error calculator.
