CSAT Calculator (Customer Satisfaction)

Where it is used

• Small-business owners: A cafe owner asks customers to rate their visit and uses the calculator to see what percentage were satisfied this month.
• Customer-service teams: A support manager enters the ratings from after-chat surveys to check how happy customers were with the help they received.
• Event organisers: After a conference, an organiser adds up the feedback ratings to find out what share of attendees were satisfied with the day.

How CSAT is calculated

CSAT = (satisfied responses ÷ total responses) × 100. "Satisfied" is usually defined as the top one or two boxes on a satisfaction scale, for example 4 and 5 on a 5-point scale.

When should you use it?

Use this calculator when you have asked people a simple satisfaction question, such as "How satisfied were you?", and now want one clear number from their answers. It works best right after a specific experience, like a purchase, a support chat, an event, or a lesson. Reach for it when you want an easy figure to share with your team or to track over time. It is also handy for comparing satisfaction before and after you change something, so you can see whether the change helped.

What does the result mean?

The result is a percentage between 0 and 100. It tells you the share of people who said they were satisfied. For example, 80 percent means 8 out of every 10 respondents were happy. Higher is better. There is no single official pass mark, and typical scores differ a lot by industry. As a rough guide, many teams treat around 80 percent or above as good, and anything much lower as a sign to look at what is going wrong. Compare your number against your own past results, not unrelated businesses.

Mistakes to avoid

Do not put the same number in both boxes; the second box is the total who answered, which is always equal to or larger than the satisfied count. Be consistent about which ratings count as "satisfied", usually just the top ones, and use the same rule every time. Do not include people who skipped the question in your total. Avoid reading too much into a tiny number of responses, since a few answers can swing the percentage wildly. Finally, do not compare your score to a different industry and assume it means the same thing.

How to use this calculator

1. Count how many people gave a satisfied rating (the top ratings, like "satisfied" and "very satisfied").
2. Count the total number of people who answered the question.
3. Type the satisfied count in the first box and the total in the second box, using whole numbers only.
4. Read the CSAT percentage shown; the higher it is, the more of your customers were satisfied.

Worked example

A coffee shop asks 50 customers, "How satisfied were you with your visit?" Of those, 40 choose "satisfied" or "very satisfied". Type 40 in the satisfied box and 50 in the total box. The calculator shows a CSAT score of 80 percent, meaning 8 out of every 10 customers were happy.

Frequently asked questions

Related calculators

• NPS Calculator (Net Promoter Score)
• CES Calculator (Customer Effort Score)
• Likert Scale Calculator