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CSAT calculator

Score your CSAT and benchmark it against your industry — in seconds. Free, no signup to calculate.

Your survey results

Enter your CSAT responses

Scoring method
Your CSAT score
78%Good

A healthy score most support teams aim for. Based on 100 responses.

All industries (average)77% avg

1 points above the all industries (average) average.

Response breakdown
Very satisfied 54%Satisfied 24%Neutral 12%Dissatisfied 6%Very dissatisfied 4%

Get your CSAT benchmark report

A one-page PDF with your score, your industry benchmark, the full benchmark table, and three levers to move it — yours to share with your team.

Free. No spam, just the report.
The guide

Reading your CSAT score

CSAT distils customer satisfaction into one percentage — the share of customers who walked away happy. Here's how it's worked out, what a good score looks like, and how you compare to your industry.

How it's calculated

After an interaction you ask “How satisfied were you?” on a 1–5 scale. CSAT is the share who picked the top two ratings — 4 or 5. Most teams report this top-2-box method; the calculator can also take the average rating as a percentage of the maximum.

CSAT % = (satisfied (4–5) ÷ total) × 100

What a good score looks like

CSAT runs from 0 to 100%. Here's the whole range at a glance, and your live result lands on this same scale the moment you calculate.

Needs workBelow 60%
Fair60 – 74%
Good75 – 84%
Excellent85 – 100%
0607585100%

Excellent — Top-tier. You're ahead of most companies in any industry.

Good — A healthy score most support teams aim for.

Fair — Acceptable, but there's clear room to improve.

Needs work — Below the typical range — worth digging into why.

How you compare by industry

CSAT clusters tighter than NPS — most fields sit in the mid-70s to low-80s, with telecom and travel running lower. Compare against your own field, and against your own past scores.

Software / SaaS78%
Ecommerce / Retail80%
Financial services / Banking80%
Healthcare77%
Hospitality / Hotels76%
Travel / Airlines75%
Telecom / Utilities70%
Sources: ACSI 2024 & SurveyMonkey / Zendesk · all-industry average ≈ 77%

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Questions about CSAT

What is a CSAT score?
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.
How do you calculate CSAT?
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.
What is a good CSAT score?
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.
What's the difference between the top-box and average methods?
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.
How many responses do I need for a reliable CSAT score?
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.
CSAT vs NPS vs CES — which should I use?
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.
Is this CSAT calculator free?
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.

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