Free tool
CSAT calculator
A free CSAT calculator. Enter how many people gave each rating from 1 to 5, or paste raw ratings from a CSV, to get your satisfaction score and average.
Worked out in your browser. Nothing you type or paste leaves this page.
How the CSAT score is calculated
A customer satisfaction (CSAT) score comes from a question like how satisfied were you with your experience?, answered from 1 (very unhappy) to 5 (very happy).
Your CSAT score is the share of satisfied customers: people who answered 4 or 5, divided by everyone who answered, times 100. A score of 80% means four in five customers were satisfied.
The calculator also shows the average rating, the plain mean from 1 to 5. The two answer different questions. The CSAT score tells you how many people were happy. The average also reflects how unhappy the unhappy ones were.
A worked example
Say 100 customers answered: 4 gave a 1, 6 gave a 2, 12 gave a 3, 38 gave a 4 and 40 gave a 5. The satisfied customers are 38 + 40 = 78, so CSAT is 78 ÷ 100 = 78%. The average rating is (4×1 + 6×2 + 12×3 + 38×4 + 40×5) ÷ 100 = 4.04.
In Excel or Google Sheets
With the raw ratings in column A, starting at A2:
=ROUND(COUNTIF(A2:A1000,">=4") / COUNT(A2:A1000) * 100, 1)
And the average rating:
=ROUND(AVERAGE(A2:A1000), 2)
Making the score useful
CSAT measures one moment, so ask straight after it: when a support ticket closes, after a delivery, or at the end of an onboarding call. Always pair the rating with a "why?" question. A score tells you something changed, and the comments tell you what.
Collect the responses first
CSAT survey template
Rate the experience, then say why — unhappy answers get a follow-up before the form moves on. 6 questions, about a minute.
Questions people ask
What's the difference between CSAT and NPS?
CSAT asks about one interaction, straight after it happened. NPS asks whether someone would recommend you overall. CSAT suits support teams and processes, and NPS suits long-term loyalty. The NPS calculator works that one out.
Does a 3 count as satisfied?
No. On a five-point scale, only 4s and 5s count as satisfied. A 3 is neutral: it counts towards the total but not the score.
Can I use a 1 to 7 or 1 to 10 scale?
You can, but then decide which answers count as satisfied, usually the top two, and keep it the same every time. This calculator uses the common 1 to 5 scale.
Where can I collect CSAT responses for free?
hootform's CSAT survey template asks the rating, follows up on unhappy answers and asks about effort, with unlimited responses on the free plan.
More free tools
- NPS calculator A free NPS calculator. Enter promoters, passives and detractors, or paste raw 0–10 scores from a CSV, and get your Net Promoter Score instantly.
- CES calculator A free customer effort score (CES) calculator. Enter counts for each score from 1 to 7, or paste raw scores, for your average and the share who found it easy.
- Survey sample size calculator A free survey sample size calculator. Enter population, confidence level and margin of error to see how many responses you need and how many to invite.
- Margin of error calculator A free margin of error calculator for surveys. Enter your number of responses and confidence level to see how far a result could be from the true figure.
- Response rate calculator A free survey response rate calculator. Enter how many people you invited, started and finished to get your response, completion and start rates.