Results are announced here.
Your results appear here.
Estimates for planning only. Not financial, legal or staffing advice.
How to calculate a CSAT score
CSAT = (responses rated 4 + responses rated 5) ÷ all responses × 100
On a 1 to 5 scale, CSAT counts the customers who chose one of the two top answers, satisfied or very satisfied. Everyone who answered goes into the total, including the neutral 3s. The average rating is shown next to it, because two teams with the same CSAT can have very different shares of unhappy customers.
Example: 420 fives and 260 fours out of 900 responses give a CSAT of 680 ÷ 900 = 75.6%.
How precise is your score
A survey measures a sample of your customers, so the score has a margin of error. The calculator shows a 95% confidence range (Wilson interval): if you ran the same survey again and again, about 95 of 100 ranges built this way would contain your true satisfaction rate. With few responses the range is wide, so a change of a few points between two months may be noise.
How to get more and better responses
- Ask right after the interaction, while the customer still remembers it.
- Ask one question first and keep the follow-up question optional.
- Survey a random sample of all contacts, not only the ones agents choose.
- Call customers who do not answer email or text surveys: an AI voice agent can ask the question and record the answer.
Frequently asked questions
What is CSAT?
CSAT, customer satisfaction score, is the share of customers who say they were satisfied with a product, service or interaction. It is usually measured with a single question on a 1 to 5 scale right after the interaction.
How do I calculate my CSAT score?
Count the responses rated 4 or 5, divide by the total number of responses and multiply by 100. For example, 680 satisfied answers out of 900 responses give a CSAT of 75.6%.
Is 80% CSAT good?
It depends on your industry, your scale and how you ask the question, so compare with your own past results and with surveys run the same way. Watch the confidence range too: with a small sample, 80% and 75% may not be really different.
What is the difference between CSAT and NPS?
CSAT asks how satisfied a customer was with a specific interaction or purchase. NPS asks how likely they are to recommend the company, which reflects the whole relationship. You can run CSAT after support contacts and NPS a few times a year.
Should neutral answers count in CSAT?
Yes. Neutral 3s go into the total but not into the satisfied count, so they lower the score. Leaving them out would make CSAT look better than it is.