Free CSAT Calculator
Calculate your Customer Satisfaction Score (CSAT) instantly. Measure customer satisfaction, understand your results, and track improvements over time.
CSAT Calculator
Customer Satisfaction Score
80.0%
Summary
Total Responses:100
Satisfied Customers (4★ & 5★):80
Formula:
(80 ÷ 100) × 100 = 80.0%
Rating Distribution
What Is Customer Satisfaction Score (CSAT)?
Customer Satisfaction Score (CSAT) is one of the most widely used customer experience metrics. It measures how satisfied customers are with your product, service, or a specific interaction.
Customers are typically asked a question like:
"How satisfied were you with your experience today?"
Responses are usually collected using a 5-point or 7-point rating scale. Customers who select the highest satisfaction ratings (such as 4–5 on a 5-point scale) are considered satisfied.
The Customer Satisfaction Score is calculated using the following formula:
CSAT = (Satisfied Customers ÷ Total Responses) × 100%
A higher CSAT score indicates that a larger percentage of your customers are satisfied with their experience. Many companies aim for a CSAT score above 80%, while scores above 90% are generally considered excellent.
How can I improve my CSAT score?
Improving customer satisfaction requires consistently listening to customers and resolving the issues that matter most. CSAT surveys are most effective when they are part of an ongoing feedback process.
- Collect feedback after key interactions.Send CSAT surveys immediately after purchases, support conversations, or product usage to capture accurate feedback.
- Identify common pain points.Analyze customer comments to uncover recurring issues that reduce satisfaction.
- Act on customer feedback quickly.Prioritize fixes and improvements that have the greatest impact on customer experience.
- Close the feedback loop.Let customers know when their suggestions have resulted in product or service improvements.
- Use a customer feedback management platform.Tools like Suggix help teams collect customer feedback, organize feature requests, prioritize improvements with voting, publish roadmaps, and keep customers informed through changelogs.
Organizations that regularly collect customer feedback and act on it tend to achieve higher satisfaction, stronger customer retention, and increased loyalty.
Frequently Asked Questions
Everything you need to know about Customer Satisfaction Score.
Customer Satisfaction Score (CSAT) is a metric used to measure how satisfied customers are with a product, service, or specific interaction. It is usually collected through a simple post-interaction survey.
CSAT is calculated by dividing the number of satisfied customers by the total number of survey responses, then multiplying by 100 to get a percentage.
CSAT = (Satisfied Customers ÷ Total Responses) × 100%. Most companies consider ratings of 4 and 5 on a 5-point scale as satisfied.
A CSAT score above 80% is generally considered good, while scores above 90% are considered excellent. Benchmarks vary depending on the industry.
The highest possible CSAT score is 100%, meaning every respondent reported being satisfied.
The lowest possible CSAT score is 0%, meaning no respondents were satisfied.
CSAT surveys commonly use a 5-point scale, although some organizations use a 7-point or 10-point scale. The calculation method remains the same by counting satisfied responses.
CSAT is typically measured immediately after key customer interactions, such as purchases, support conversations, onboarding, or feature usage.
CSAT measures customer satisfaction with a specific experience, while NPS measures long-term customer loyalty and willingness to recommend your business.
Improve CSAT by collecting customer feedback regularly, resolving customer issues quickly, simplifying the user experience, and acting on customer suggestions to continuously improve your product or service.
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