What is CSAT
CSAT stands for customer satisfaction score. It shows what share of customers were happy with one experience, as a percent.
Customers answer one short question, such as “How satisfied were you with your order?” They pick a rating on a small scale, and the happy ratings become the score.
A CSAT of 80% tells you 80 of every 100 people who answered were happy. Every CSAT score falls between 0% and 100%.
What CSAT measures well
- One moment, such as a support chat, a delivery or a first login.
- Fast shifts in service, because you can measure it every week or even every day.
- Results for each team and agent, since every answer ties back to one case.
What CSAT leaves out
- Long term loyalty to your brand, which NPS tracks better.
- How much effort a task took, which CES tracks better.
- The reason behind each rating, so add a comment box to your survey.
How to use the calculator
Pick your scale, add your answers and read the result on the dark card. It takes under a minute with counts from any survey tool.
- Pick your scale. Choose 1 to 3, 1 to 5, 1 to 7 or 1 to 10 at the top of the calculator.
- Add your answers. Type how many people gave each rating. You can also paste raw ratings or drop in a CSV.
- Check the happy line. Ratings above the dashed line count as happy. Move it with the arrows if your team uses a different rule.
- Set your goal. Drag the goal slider to the CSAT target your team or client agreed on.
- Read the result. You get the score, its trust range and a verdict against your goal. The three planning answers sit below it.
How to calculate CSAT
Count the happy answers, divide by all answers, then multiply by 100. On a 1 to 5 scale, ratings of 4 and 5 count as happy.
Here is a worked example with 250 answers on a 1 to 5 scale.
80 people gave a 4
50 people gave a 1, 2 or 3
Happy answers: 120 + 80 = 200
All answers: 200 + 50 = 250
200 ÷ 250 = 0.8
0.8 × 100 = 80%
Neutral answers stay in the total. A 3 does not count as happy, so every 3 pulls the score down a little.
Leave out people who skipped the question. Count only the people who picked a rating, and keep that rule the same every month.
CSAT formula for every scale
The math is the same on every scale. Only the happy line moves, as this table shows.
| Scale | Happy ratings | Formula |
|---|---|---|
| 1 to 3 | 3 | 3s ÷ all answers × 100 |
| 1 to 5 | 4 and 5 | (4s + 5s) ÷ all answers × 100 |
| 1 to 7 | 6 and 7 | (6s + 7s) ÷ all answers × 100 |
| 1 to 10 | 8, 9 and 10 | (8s + 9s + 10s) ÷ all answers × 100 |
Some teams use a stricter line, such as only 5 on a 1 to 5 scale. That works fine as long as you use it every month. Move the happy line in the calculator with the arrows to match your rule.
Example on a 1 to 10 scale
Take 400 answers collected on a 1 to 10 scale.
90 people gave a 9
140 people gave a 10
Happy answers: 70 + 90 + 140 = 300
All answers: 400
300 ÷ 400 = 0.75
0.75 × 100 = 75%
CSAT in Excel and Google Sheets
Put one rating per row in column A. Then paste this formula into any empty cell.
=COUNTIFS(A:A,">=4",A:A,"<=5")/COUNTIFS(A:A,">=1",A:A,"<=5")*100The first part counts the 4s and 5s. The second part counts every valid rating and skips blank cells and typos.
Some survey tools export counts instead of raw ratings. Put the counts for ratings 1 to 5 in cells B1 to B5, then use this formula.
=SUM(B4:B5)/SUM(B1:B5)*100Both formulas work the same way in Excel and Google Sheets. For another scale or happy line, copy the ready formula from the card above the guide.
CSAT score out of 5
To get a score out of 5, add up every rating and divide by the number of answers. This average is a separate number from the CSAT percent.
Here is the math for the 300 sample answers in the calculator.
18 people gave a 2: 36 points
30 people gave a 3: 90 points
95 people gave a 4: 380 points
145 people gave a 5: 725 points
Total points: 1,243
1,243 ÷ 300 answers = 4.14 out of 5
The same 300 answers give a CSAT of 80%. The calculator shows both numbers on the results card. Report whichever one your team already uses.
Pick one and keep it. Switching between the average and the percent each month makes your reports hard to compare.
What is a good CSAT score
A good CSAT score beats your own last period and clears your goal. No official standard covers every industry.
Survey software companies often publish usual ranges between 70% and 85%. Each one uses its own customers and happy line. Treat those ranges as a rough guide only.
For a wider view, the American Customer Satisfaction Index scores whole industries from 0 to 100. In its 2026 travel study, airlines scored 76 and lodging scored 77.
The ACSI uses its own survey method across about 40 industries. Treat its scores as context, and base your CSAT goal on your own past results.
A stronger test uses these checks:
- Your score is above your goal.
- The low end of the trust range is above your goal too.
- The score held or rose since last period, and the change check calls it real.
When the whole trust range sits above your goal, the calculator shows “Above your goal.” When the range crosses your goal, it shows “Too close to call.”
Why your score needs a trust range
Small surveys swing a lot. The trust range shows where your real score most likely sits, at 95% confidence.
Say 8 out of 10 customers were happy. That gives a CSAT of 80%. The trust range runs from 49% to 94.3%.
Now say 240 out of 300 customers were happy. That also gives a CSAT of 80%. The trust range runs from 75.1% to 84.1%.
Both scores read 80%, yet only the second one is steady enough to act on. The calculator uses the Wilson method. It stays accurate for small surveys and for scores near 0% or 100%.
How many answers you need
To narrow the range, collect more answers. Question B in the calculator gives the exact number for your score.
Score of 50%, range of ±5 points: 385 answers
How to tell if a change is real
A score that moves a few points can be plain noise. Question C runs a two proportion test and tells you which one you have.
A change that could be noise
This month: 240 happy out of 300 = 80%
The score rose by 6.3 points
The test gives p = 0.103, so this could be noise
A change that is real
This month: 255 happy out of 300 = 85%
The score rose by 10 points
The test gives p = 0.005, so the change is real
The calculator counts a p value under 0.05 as a real change. Each month, press “Save current numbers as earlier” first. Then type the new month's numbers.
CSAT use cases
Teams measure CSAT wherever a customer finishes a task. Here is how each kind of team can use this calculator.
Customer support teams
Send one rating question after each ticket closes. Score each agent and each channel, such as email, chat and phone.
For the team score, add up the counts across agents. Never average the agent percentages.
Call centers and BPO
Clients often write a CSAT target into the contract. Load each agent's answers, set the client's goal, and read the verdict.
Check Question B before you rank agents. An agent with 12 answers has a very wide trust range.
Online stores
Ask a day or two after delivery, once the order has arrived. Split the score by product, courier or region to find the weak spot.
Upload the CSV from your store's survey app into the Paste or CSV tab.
Software and apps
Ask inside the app right after onboarding, or after someone first uses a new feature.
Compare the score before and after each release with Question C.
Agencies and freelancers
Send a short survey after each project, or once a month for ongoing clients.
Download the report image and drop it straight into your client report or slides.
Restaurants, hotels and clinics
A card with three faces and a QR code works well for quick visits. Guests tap a face in two seconds.
Pick the 1 to 3 scale in the calculator. Only the happy face counts as happy.
Testing a change
Measure CSAT for two weeks before you change a checkout page, script or policy. Then measure for two more weeks after the change. Question C tells you if the change moved the score or if the gap is noise.
CSAT survey questions
Ask one rating question right after the moment you want to measure. Add one optional comment box so people can say why.
These questions fit the most common moments.
| Moment | Question | Scale |
|---|---|---|
| After a support ticket | How satisfied are you with the help you got today? | 1 to 5 |
| After delivery | How satisfied are you with your order? | 1 to 5 |
| After onboarding | How satisfied are you with getting started? | 1 to 5 |
| After a visit | How was your visit today? | 1 to 3 faces |
| After a project | How satisfied are you with our work on this project? | 1 to 10 |
On a 1 to 5 scale, label every point: Very dissatisfied, Dissatisfied, Neutral, Satisfied and Very satisfied. Labels on every point make the answers more consistent.
Send the survey within a day of the moment. People forget details fast, and late surveys tend to get fewer answers.
CSAT vs NPS vs CES
Use CSAT for one moment, NPS for loyalty and CES for effort. Many teams track CSAT and NPS side by side.
| CSAT | NPS | CES | |
|---|---|---|---|
| Question | How satisfied were you with this? | How likely are you to recommend us to a friend? | How easy was it to get this done? |
| Usual scale | 1 to 5 | 0 to 10 | 1 to 7 |
| How it is scored | Share of happy answers | Share of 9s and 10s, minus share of 0s to 6s | Average rating or share of easy answers |
| Score range | 0% to 100% | Minus 100 to 100 | Depends on the method |
| Best for | One purchase, visit or support case | Overall loyalty to the brand | Support and self serve tasks |
This calculator handles CSAT only. Keep NPS and CES in separate reports, because their math works differently.
How to raise your CSAT score
The fastest gain usually comes from neutral answers. A customer who gave a 3 is only one step away from happy.
Here is how much that can move the sample score.
Turn 15 of the 30 neutral answers into happy ones
Happy answers: 240 + 15 = 255
255 ÷ 300 = 0.85
0.85 × 100 = 85%
These habits help teams turn neutral and unhappy answers around:
- Read every comment from ratings of 1, 2 and 3 each week, and tag the reason.
- Fix the most common reason first, since one fixed cause can lift many answers at once.
- Reply to unhappy customers within a day and tell them what changed.
- Cut wait times in support, because slow replies drag ratings down.
- Set a goal and check your distance to it with Question A each month.
Common CSAT mistakes
Most wrong CSAT numbers come from a few repeat mistakes. Each one below is easy to avoid.
- Averaging percentages across teams instead of adding up the counts, as the example below shows.
- Moving the happy line between months, which breaks the match between old and new scores.
- Counting neutral answers as happy, which makes the score look better than it is.
- Comparing scores from different scales, such as a 1 to 5 score against a 1 to 10 score.
- Ranking agents on a handful of answers without checking the trust range first.
- Reporting a change without testing it in Question C before you celebrate or panic.
Why averaging team percentages goes wrong
Team A had 9 happy answers out of 10. That is 90%.
Team B had 150 happy answers out of 200. That is 75%.
Averaging 90% and 75% gives 82.5%. That number is wrong, because Team A has far fewer answers.
All answers: 10 + 200 = 210
159 ÷ 210 = 0.757
Real team score: 75.7%
Frequently asked questions
What is CSAT?
CSAT stands for customer satisfaction score. It is the share of customers who rated one experience as happy, shown as a percent from 0% to 100%.
Do 3 ratings count as satisfied?
No. On a 1 to 5 scale only 4 and 5 count as happy. A 3 still counts in the total, so it pulls the score down.
How do I calculate CSAT on a 1 to 10 scale?
Count the 8s, 9s and 10s, divide by all answers, then multiply by 100. Pick 1 to 10 at the top of the calculator and it does the math for you.
What is a good CSAT score?
A good score beats your last period and clears your goal. The whole trust range should sit above that goal too. Published ranges from survey software companies often sit between 70% and 85%.
How do I calculate a CSAT score out of 5?
Add up every rating and divide by the number of answers. The calculator shows this as the average rating on the results card.
How do I calculate DSAT?
Count the unhappy answers, divide by all answers, then multiply by 100. On a 1 to 5 scale, most teams count 1 and 2 as unhappy. The calculator shows it as the unhappy share.
My survey tool exports a CSV. Can I use it directly?
Yes. Open the Paste or CSV tab and drop the file on the card. If it has many columns, pick the rating column from the menu. The file is read on your device and never sent anywhere.
My score went up 3 points. Is that real?
Maybe not. Put last period's numbers into Question C. It runs a standard two proportion test and tells you if the change is bigger than normal noise.
How many answers do I need?
For a range of ±5 points at an 80% score, you need 246 answers. Question B gives the number for your own score and margin.
Can a CSAT score go above 100%?
No. Happy answers can never outnumber all answers, so 100% is the highest possible score.
Is my data stored or sent anywhere?
No. All math runs in your browser. Nothing is uploaded, saved on a server or shared with anyone.