CSAT Calculator
Turn your satisfaction ratings into a CSAT score, with a range that shows how far to trust it.
How many people chose each rating?
How many people were satisfied, out of how many who answered?
Paste a column from your spreadsheet. Only whole numbers from 1 to 5 count.
Enter your results to see your score.
The range appears here. It shows how far the true score could sit from your result.
- Top two boxes (4 or 5)
- Top box (5 only)
- Average rating
A wide range means few responses. More responses will narrow it.How many responses do I need?
How CSAT is worked out
CSAT = satisfied responses ÷ all responses × 100
Say 500 people rate a support chat from 1 to 5, and 210 give a 4 and 170 give a 5. That's 380 satisfied people out of 500, so your CSAT is 76%. Count only the 5s and the same answers give34%. Their average rating is 3.9 out of 5. All three are correct, so say which method you used and keep to it. Read more about CSAT.
What the range tells you
A score from a survey is an estimate. The 95% range shows how far the true score could sit from it, if the people who answered are like the people who didn't. With the example above, it runs from about 72% to 80%. If this month's range overlaps last month's heavily, you can't tell a real change from noise.
The range comes from the Wilson score method, which stays reliable when a score is close to 0% or 100%. It covers random variation only. It can't correct for who chose to answer.
Questions
How do you calculate CSAT?
Divide the number of satisfied responses by the total number of responses, then multiply by 100. If 380 of 500 people were satisfied, your CSAT is 76%.
What counts as satisfied?
You choose, and you keep the same choice each time. The top two boxes count both 4 and 5 on a 1 to 5 scale, and that is the usual method. The top box counts only 5. The same answers give different scores, so say which one you used.
What is a good CSAT score?
There is no number that is good everywhere. It depends on your industry, the interaction you asked about, your scale and how you count. The most useful comparison is your own earlier score, collected the same way.
How many responses do I need?
Enough that the range under your score is narrow enough to act on. Four times as many responses halves its width. Our sample size calculator gives you a starting number.
My scale is not 1 to 5. Can I still use this?
Yes. Decide which answers count as satisfied, add them up, and use the Totals tab. The score and the range work the same way for any scale.
How is CSAT different from NPS?
CSAT asks how satisfied someone was with one interaction. NPS asks how likely they are to recommend you, which reflects the whole relationship. They answer different questions, so many teams track both.
Does this calculator keep my numbers?
No. The calculation runs in your browser, and this page does not send the numbers you enter anywhere. Close the tab and they are gone.
Is the calculator free?
Yes. There is no signup and no email address to give.
Skip the spreadsheet next time.
On a labelled five-point satisfaction question, SurveyRock shows your CSAT next to the average rating, with the ratings it counts printed beside it. Start from the template, or build your own.
Related:What is CSAT?Net Promoter Score calculatorSample size calculator