CSAT Calculator: Customer Satisfaction Score Formula
Learn how to calculate Customer Satisfaction Score, see the CSAT formula, and understand how to interpret satisfied response percentages.
Short answer: CSAT is calculated as satisfied responses divided by total responses, multiplied by 100.
CSAT calculator formula
Customer Satisfaction Score is commonly calculated as the percentage of customers who gave a satisfied rating.
On a 1-5 scale, satisfied responses are usually ratings of 4 and 5. On other scales, teams define the satisfied range before launching the survey.
Step-by-step CSAT calculation
- Choose your rating scale, such as 1-5.
- Define which answers count as satisfied.
- Count the number of satisfied responses.
- Divide satisfied responses by total responses.
- Multiply by 100 to get the CSAT percentage.
CSAT calculation example
Imagine you receive 200 survey responses after support interactions. 156 customers choose 4 or 5 on a 1-5 satisfaction scale.
The CSAT score is 156 divided by 200, multiplied by 100. That gives a CSAT score of 78%.
| Item | Value |
|---|---|
| Satisfied responses | 156 |
| Total responses | 200 |
| Calculation | 156 / 200 x 100 |
| CSAT score | 78% |
What counts as a satisfied response?
The definition depends on your scale. The most important rule is to define the satisfied range before collecting responses and keep it consistent over time.
| Scale | Common satisfied range |
|---|---|
| 1-5 | 4 and 5 |
| 1-7 | 6 and 7, or sometimes 5-7 |
| 1-10 | 8-10, or sometimes 9-10 |
Common CSAT calculation mistakes
- Changing the satisfied threshold without noting it in reports.
- Comparing CSAT from different journey stages as if they measure the same experience.
- Ignoring response volume and response bias.
- Only looking at the score instead of reading customer comments.
- Treating CSAT as a loyalty metric when NPS is better suited for recommendation intent.
CSAT reporting tips
CSAT is most useful when reported by journey, team, product, location, or channel. A single average can hide the parts of the experience that need attention.
For a complete customer experience view, combine CSAT with NPS for loyalty, CES for effort, and operational metrics such as resolution time, return rate, delivery success, or churn.
Related pages on Calculator for NPS
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Frequently Asked Questions
How do you calculate CSAT?
Divide the number of satisfied responses by the total number of responses, then multiply by 100.
What is the CSAT formula?
CSAT equals satisfied responses divided by total responses, multiplied by 100.
Do neutral responses count in CSAT?
Neutral responses usually count in the total response count but not as satisfied responses.
Can CSAT be calculated from a 1-10 scale?
Yes. You can calculate CSAT from any scale as long as you define which scores count as satisfied.