CSAT Calculator
Enter your survey responses and compare against industry benchmarks. Free, no signup required.
Survey responses
CSAT = (Satisfied + Very Satisfied) / Total × 100
Your score
Enter data to see your score
Background
Customer Satisfaction Score (CSAT) is the most widely used metric for measuring how happy customers are with your product, service, or a specific interaction. It is typically measured by asking customers: "How satisfied were you with your experience?"
Respondents choose from a scale — usually 1-5 or 1-7. The top two responses ("Satisfied" and "Very Satisfied") are counted as positive. Your CSAT score is the percentage of positive responses out of total responses.
How to use CSAT
Send CSAT surveys after key interactions — support tickets, onboarding, feature releases.
Monitor your CSAT score monthly to spot trends and measure the impact of changes.
Break down CSAT by customer plan, tenure, or feature usage to find where satisfaction drops.
Improvement
When customers report issues, follow up when they are resolved. Customers who feel heard are 4x more likely to give a satisfied rating.
Look for recurring themes in dissatisfied responses. A single complaint is noise — ten similar complaints are a signal that needs action.
Survey timing matters. Asking too early misses the full experience; asking too late means the customer has forgotten. Trigger surveys at natural completion points.
Keep surveys short — one question plus an optional comment. In-app widgets and embedded forms get 3-5x higher response rates than email surveys.
FAQ
A CSAT score above 75% is generally considered good across most industries. World-class companies achieve 85% or higher. However, benchmarks vary by industry — SaaS companies typically target 78%+, while retail aims for 80%+. The most important thing is to track your score over time and focus on improvement.
CSAT is calculated by dividing the number of satisfied responses by the total number of responses, then multiplying by 100 to get a percentage. For example, if 80 out of 100 respondents said they were satisfied, your CSAT score would be 80%. Typically, only the top two responses on a satisfaction scale (e.g., "Satisfied" and "Very Satisfied" on a 5-point scale) count as satisfied.
CSAT measures satisfaction with a specific interaction or experience, while NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend. CSAT is transactional — it tells you how happy customers are right now. NPS is relational — it predicts long-term customer behavior. Most product teams track both.
Measure CSAT immediately after key touchpoints: after a support interaction, after onboarding, after a feature release, or after a purchase. Avoid survey fatigue by not asking the same customer more than once per month. Many teams trigger CSAT surveys automatically through their feedback tool.
Focus on the top drivers of dissatisfaction by analyzing open-ended feedback alongside your CSAT data. Common improvements include faster response times, better onboarding, fixing recurring bugs, and closing the feedback loop — telling customers when you have acted on their input. A structured feedback platform helps you track and prioritize these improvements.
Quackback is the open-source feedback platform. Collect requests, share roadmaps, and publish changelogs in one place.
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