CSAT calculator

CSAT (Customer Satisfaction Score) is the percentage of customers who said they were satisfied with an interaction, product, or experience. After a support reply, purchase, or onboarding step, you ask a short question (usually "How satisfied were you?" on a 1–5 scale), and CSAT is the share of people who picked the top two ratings (4 or 5). It's the most direct read on whether customers walked away happy.

CSAT % = (number of satisfied responses ÷ total responses) × 100. "Satisfied" means anyone who rated 4 or 5 on a 5-point scale. For example, if 7 of 10 people rated you 4 or 5, your CSAT is 70%. The CSAT score calculator above does this for you: enter how many responses landed in each rating and it returns your score, plus how it compares to your industry.

As a rule of thumb, 75–84% is good, 85% and above is excellent, 60–74% is fair, and below 60% needs attention. The all-industry average sits around 77%. But "good" depends on your field — SaaS and ecommerce typically run 78–80%, while telecom and travel run lower. Compare your score against your own industry's benchmark and, just as importantly, against your own past scores to see if you're trending up.

The top-2-box method (the standard) counts only ratings of 4 and 5 as satisfied and divides by total responses. The average method takes the mean of every rating and expresses it as a percentage of the maximum. Top-box is stricter and more widely reported; the average smooths out the middle. The calculator lets you switch between them, and most teams report top-box.

There's no hard minimum, but a handful of responses will swing wildly: one unhappy reply out of five drops you 20 points. Aim for at least 30–50 responses before reading much into the number, and track the trend over weeks rather than reacting to any single day. The more responses, the more stable and trustworthy the score.

They answer different questions. CSAT measures satisfaction with a specific interaction ("how did that go?"). NPS measures long-term loyalty ("would you recommend us?"). CES measures effort ("how easy was it to get help?"). CSAT is the best fit for support teams because you can fire it right after a conversation and act on it the same week. Many teams run CSAT plus one of the others.

Completely. The calculator and the industry benchmark comparison are free with no signup. The only thing we ask for an email on is the downloadable PDF benchmark report, a one-page summary you can share with your team.