Free Tool
CSAT Calculator
Enter how many responses you got at each rating (1–5) and get your Customer Satisfaction Score instantly — using the standard top-two-box (4–5) method.
How many responses at each rating?
Customer Satisfaction Score
Enter your rating counts to see your CSAT.
Run CSAT surveys with Ovoform →Collect ratings automatically and track CSAT over time — free to start.
How to calculate CSAT
The CSAT formula
Customer Satisfaction Score is the percentage of customers who say they’re satisfied. Ask “How satisfied were you?” on a 1–5 scale, then divide the number of satisfied responses (ratings of 4 and 5) by the total number of responses and multiply by 100. This “top-two-box” method is the most widely used because it’s simple and comparable across teams.
A worked example
Imagine 100 responses: 50 rated 5, 30 rated 4, 10 rated 3, 6 rated 2, and 4 rated 1. The satisfied responses are 50 + 30 = 80, so your CSAT is 80 ÷ 100 × 100 = 80%. The 3s are treated as neutral — counting them as satisfied would overstate your score and mask dissatisfaction.
CSAT vs NPS vs CES
CSAT captures satisfaction with a specific moment — a purchase, a support ticket, an onboarding call — best measured right after it happens. NPS measures overall loyalty and word-of-mouth on a 0–10 scale. CES (Customer Effort Score) measures how easy an interaction was. Most teams use CSAT for transactional touchpoints and NPS for the relationship as a whole.
What’s a good CSAT?
CSAT tends to run high — satisfied customers are more likely to respond — so 75–85% is a healthy benchmark for most industries and 90%+ is excellent. Because response bias inflates the number, don’t compare your CSAT to a competitor’s in isolation; watch your own trend and segment by touchpoint to find the weak spots.
Measure CSAT the easy way
Trigger a one-question CSAT survey right after the moment that matters, keep it to a single tap, and always add an optional “what’s the main reason?” follow-up so every score comes with context you can act on.
Ovoform makes this a two-minute setup: build a conversational CSAT survey, collect ratings automatically, and see your score trend over time. Browse the feedback & survey templates to launch one instantly.
FAQs
Frequently Asked Questions
CSAT measures how satisfied customers are with a product, service, or interaction. You ask “How satisfied were you?” on a 1–5 scale, then report the percentage of responses that are “satisfied” — usually the top two ratings (4 and 5).
CSAT % = (number of satisfied responses ÷ total responses) × 100, where “satisfied” means ratings of 4 and 5 on a 5-point scale (the “top-box” method). Example: 80 responses of 4–5 out of 100 total gives a CSAT of 80%.
CSAT is usually high because satisfied customers respond more often. A score of 75–85% is a solid benchmark for most industries, and above 90% is excellent. As with any metric, your trend over time matters more than a single absolute number.
CSAT measures satisfaction with a specific experience (a purchase, a support chat) right after it happens. NPS measures overall loyalty and likelihood to recommend on a 0–10 scale. CSAT is great for pinpointing weak moments; NPS is better for tracking long-term relationship health.
The standard “top-box” method counts only 4 and 5 as satisfied — a 3 is neutral. Counting 3s inflates your score and hides problems. This calculator uses the top-two-box method, which is the most widely used and comparable approach.
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