Free tool
CSAT Calculator (Customer Satisfaction Score)
CSAT measures satisfaction right after an experience: a purchase, a delivery, a talk with customer service. It counts the share of satisfied answers, the 4s and 5s on a 1 to 5 scale.
CSAT (Customer Satisfaction Score) is the percentage of satisfied customers among the answers to a satisfaction question rated 1 to 5. Answers of 4 (satisfied) and 5 (very satisfied) count as satisfied: CSAT = answers 4 and 5 ÷ total answers × 100.
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How CSAT is calculated
CSAT = (Ratings of 4 + Ratings of 5) ÷ Responses × 100 Average rating = Sum of ratings ÷ Responses
Out of 100 responses, 40 ratings of 5 and 30 ratings of 4 give a CSAT of 70 %. The average rating is 3.9 out of 5, and 15 % of customers answered 1 or 2.
CSAT and NPS do not measure the same thing: according to Qualtrics, CSAT measures satisfaction with a product or service, NPS loyalty to the organization. The first is asked right after an experience, the second about the whole relationship.
What the score helps you spot
- The step that disappoints: one question after delivery, another after customer service, and the gap between the two shows where to act.
- The promise of your ads: a CSAT that drops after a campaign may come from a promise the experience does not keep.
Frequently asked questions
How do I calculate CSAT?
Add up the answers at 4 and 5, divide by the total number of answers, then multiply by 100. (40 + 30) ÷ 100 × 100 = 70 %.
Why only ratings of 4 and 5?
Because CSAT counts satisfied customers, not an average. According to Qualtrics, the two highest ratings are the best predictor of customer retention.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a product or service, right after the experience. NPS measures loyalty to the company, through the willingness to recommend it.
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