About the CSAT Score Calculator
This CSAT calculator converts raw survey counts into the customer satisfaction score most teams report: the share of respondents who chose one of the top two ratings (4 or 5 on a 5-point scale). Enter how many people picked each rating and you get the CSAT percentage, the average rating, the share of unhappy customers and a chart of the full distribution.
It is built for support leads, customer success managers, product teams and small business owners who collect post-purchase or post-ticket surveys and need a clean number for a dashboard or monthly report. You can switch to a stricter "top box" definition that counts only 5s as satisfied, which some companies use to separate delighted customers from merely content ones.
Paste customer effort score (CES) answers on the usual 1–7 scale ("The company made it easy to handle my issue") to get the average effort score and the share of customers who agreed it was easy. CES and CSAT measure different things — effort and satisfaction — so tracking both gives a fuller picture than either alone.
With the default inputs, the csat score is 80%. Change any value above to recalculate instantly.
How to use the csat score calculator
- 1Export your survey results and count the responses at each rating from 1 to 5.
- 2Enter each count in the matching box.
- 3Choose whether satisfied means 4–5 (standard) or 5 only (top box).
- 4Optionally paste your 1–7 customer effort scores.
- 5Read the CSAT score, average rating and CES, and compare them with previous periods.
Formula and method
CSAT counts the respondents who chose the top ratings — 4 ("satisfied") and 5 ("very satisfied") on a 5-point scale — and divides by everyone who answered the question. Neutral and negative answers stay in the denominator, so a CSAT of 80% means four in five respondents were happy. The stricter top-box version counts only 5s.
The average rating weights each score by its count (1×n₁ + 2×n₂ + … + 5×n₅) ÷ total. The customer effort score here is the mean of 1–7 answers to an "it was easy to…" statement, plus the share who answered 5, 6 or 7. Blank answers and values outside the scale are ignored.
- satisfied
- Responses rated 4 or 5 (or only 5 for top box)
- total responses
- All 1–5 ratings received
- n₁…n₅
- Number of responses at each rating
Worked examples
250 post-purchase surveys
120 fives plus 80 fours make 200 satisfied responses out of 250, a CSAT of 80%. The weighted average is 1,042 ÷ 250 = 4.17 stars, and 20 customers (8%) rated 1 or 2. The 12 CES answers sum to 64, an average of 5.33, and 9 of them (75%) were 5 or above.
Support tickets, top-box definition
Counting only 5s, 310 of 500 respondents were satisfied — a top-box CSAT of 62%, even though 90% chose 4 or 5. The average rating is 2,240 ÷ 500 = 4.48. No CES answers were pasted, so the effort fields show a dash.
Small sample with many unhappy customers
Twenty-five of 50 respondents chose 4 or 5, a CSAT of 50%, and 17 (34%) chose 1 or 2. The average rating is 160 ÷ 50 = 3.2. The four effort scores average 3.5 and only one in four found the experience easy.
Frequently asked questions
How do you calculate a CSAT score?+
Divide the number of satisfied responses — those rating 4 or 5 on a 5-point scale — by the total number of responses and multiply by 100. For example, 200 satisfied out of 250 responses is a CSAT of 80%.
What is a good CSAT score?+
Scores in the high 70s to mid 80s are generally considered healthy, but benchmarks vary widely by industry, channel and survey wording. The most useful comparison is your own score over time with the same survey question.
What is the difference between CSAT, CES and NPS?+
CSAT measures satisfaction with a specific interaction or purchase, CES measures how easy it was to get something done, and NPS asks how likely a customer is to recommend you overall. CSAT and CES are transactional; NPS measures longer-term loyalty.
Should neutral 3 ratings count in CSAT?+
Neutral responses are not counted as satisfied, but they stay in the denominator. That is why a lot of neutral answers pulls CSAT down even when few people are actually unhappy.
How many responses do I need for a reliable CSAT?+
More is better: with 100 responses, a CSAT around 80% has a margin of error of roughly ±8 percentage points at 95% confidence, falling to about ±2.5 points at 1,000 responses.
How is customer effort score calculated?+
Customers rate agreement with a statement such as "The company made it easy to handle my issue" on a 1–7 scale. CES is usually reported as the average score, or as the percentage of customers who answered 5, 6 or 7.