Free CSAT Calculator

CSAT measures how satisfied customers are with a specific experience, product, or interaction. Customers rate their satisfaction on a scale (typically 1-5 or 1-10), and the CSAT score is the percentage of respondents who gave a positive rating (4-5 on a 5-point scale, or 8-10 on a 10-point scale). It's the most widely used customer satisfaction metric.

CSAT = (Number of satisfied responses ÷ Total responses) × 100. 'Satisfied' typically means 4 or 5 on a 5-point scale. If 80 out of 100 respondents gave a 4 or 5, your CSAT is 80%. Some teams count only 5s as 'satisfied' for a stricter measure.

For SaaS: 78%+ is average, 82%+ is good, 90%+ is excellent. For e-commerce: 80%+ is average, 85%+ is good. Context matters — compare against your industry benchmark and track the trend over time. A CSAT that's improving quarter-over-quarter is more important than the absolute number.

CSAT measures satisfaction with a specific interaction (support ticket, feature, onboarding). NPS measures overall loyalty and willingness to recommend. Use CSAT for tactical feedback ('how was this experience?') and NPS for strategic relationship health ('would you recommend us?'). Most teams use both.

Trigger CSAT surveys after specific interactions: support resolutions, onboarding completion, major feature usage. For overall CSAT: quarterly. Never survey the same customer more than once per quarter. Watch response rates — declining rates signal survey fatigue.

Three high-impact actions: (1) Respond to negative feedback within 48 hours — speed of response matters more than the solution. (2) Fix the specific workflows with the lowest CSAT scores — segment by product area. (3) Close the loop — when feedback leads to improvements, tell the people who gave it. A voting board helps capture what specifically needs fixing.