Customer Satisfaction Score Calculator

How it is calculated

CSAT is a simple share: CSAT = satisfied responses ÷ total responses × 100. You count the responses that fall in the satisfied part of your scale (commonly the top two answers, such as 4 and 5 on a 5-point scale) and divide by every response you received, including neutral and negative ones. The tool also shows the satisfied count and the number of responses that were not satisfied, calculated as total − satisfied. That second figure therefore includes neutral answers, not only unhappy ones. Both inputs must be whole numbers because they count people: total responses at least 1, satisfied not negative and not above the total. Fractions or impossible combinations show no result. The percentage is shown to two decimals.

Common mistakes

• Counting only the top score as satisfied in one survey and the top two in another. CSAT figures are only comparable when the same rule is used each time.
• Entering the sum of all scores or an average rating such as 4.2 out of 5. The tool needs counts of people, not a mean score; a decimal count shows no result.
• Reading the "not satisfied" number as people who were angry. It includes neutral answers, so it overstates real dissatisfaction.
• Comparing CSAT from very different sample sizes. 9 satisfied out of 10 gives 90.00%, but 90 out of 100 is much more reliable; small samples swing a lot.
• Surveying only customers who chose to answer. Responses often skew very happy or very unhappy, so a high score from few replies may not describe all customers.