CSAT Calculator
Calculate your Customer Satisfaction Score instantly. Enter the number of satisfied and unsatisfied responses to see your CSAT percentage with a full calculation breakdown.
The CSAT Scale
Top-Two Box Calculation
What is CSAT?
Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction, product, or service. It’s one of the simplest and most direct ways to gauge customer sentiment.
The standard CSAT question asks: “How satisfied were you with [this interaction/product/service]?”
Customers respond on a scale, typically 1-5:
- 1: Very Unsatisfied
- 2: Unsatisfied
- 3: Neutral
- 4: Satisfied
- 5: Very Satisfied
How to Calculate CSAT
CSAT is calculated using the “top-two box” method-only the highest satisfaction ratings count:
CSAT = (Satisfied Responses ÷ Total Responses) × 100
Where “Satisfied Responses” are those who gave ratings of 4 or 5 (on a 5-point scale).
Why Only Top-Two Box?
Research shows that customers who rate 4 or 5 are genuinely satisfied and likely to return. Neutral ratings (3) indicate ambivalence-these customers aren’t unhappy, but they’re not committed either. The top-two box method gives you a clearer picture of true satisfaction.
Example Calculation
If you surveyed 100 customers:
- 60 rated 4 or 5 (Satisfied)
- 40 rated 1, 2, or 3 (Unsatisfied/Neutral)
Your CSAT would be:
- CSAT = (60 ÷ 100) × 100 = 60%
Understanding Your CSAT Score
CSAT is expressed as a percentage from 0% to 100%:
| Score Range | Interpretation |
|---|---|
| 90-100% | Exceptional - customers are highly satisfied |
| 80-89% | Good - solid satisfaction levels |
| 70-79% | Average - room for improvement |
| Below 70% | Concerning - significant issues to address |
For SaaS and high-expectation industries, competitive organizations typically target 85-90%. Scores below 80% often signal problems that need attention.
CSAT vs. Other Satisfaction Scales
While 5-point scales are most common, CSAT can be measured on different scales:
5-Point Scale (Standard)
Most widely used. Quick to answer, easy to understand.
- Top-two box: 4 and 5
7-Point Scale
Provides more granularity for detailed analysis.
- Top-two box: 6 and 7
10-Point Scale
Maximum discrimination, consistent with NPS if you use both metrics.
- Top-two box: 9 and 10
Binary (Yes/No or Thumbs Up/Down)
Minimum cognitive load, highest response rates.
- Calculation: % who said “Yes” or gave thumbs up
Choose the scale that fits your use case. If you already collect data on a 5-point scale, stick with it-consistency matters more than precision.
CSAT Benchmarks by Industry
CSAT varies across industries and touchpoints:
| Industry/Touchpoint | Average CSAT | Good CSAT |
|---|---|---|
| SaaS Products | 75-80% | 85%+ |
| E-commerce | 70-80% | 85%+ |
| Customer Support | 70-75% | 80%+ |
| Financial Services | 65-75% | 80%+ |
| Healthcare | 70-80% | 85%+ |
Different touchpoints within the same company may have different benchmarks. Support interactions often score lower than product usage because customers contact support when something is already wrong.
When to Use CSAT
CSAT excels at measuring satisfaction with specific, discrete interactions. Use it for:
- Support interactions: After a ticket is closed or a call ends
- Purchases: After checkout or delivery
- Product features: After using a specific feature
- Onboarding: After completing setup steps
CSAT vs. NPS
| Aspect | CSAT | NPS |
|---|---|---|
| Measures | Satisfaction with specific interaction | Overall loyalty and likelihood to recommend |
| Timeframe | Immediate, transactional | Long-term relationship |
| Best for | Operational feedback | Strategic insights |
| Question type | ”How satisfied were you?" | "How likely are you to recommend?” |
Use CSAT when you need actionable feedback about a specific process. Use NPS when you want to measure overall relationship health.
Start Measuring CSAT
Ready to measure customer satisfaction? Use our CSAT survey template to start collecting responses. The template includes the standard satisfaction question, conditional follow-up questions, and best practices for survey timing.