CSAT Calculator
CSAT is the simplest of the three big satisfaction metrics: the share of respondents who said they were satisfied. The only real decision is which scale points count.
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340 of 420 respondents were satisfied.
How CSAT is calculated
CSAT = satisfied responses ÷ total responses × 100.
On a 5-point scale, "satisfied" conventionally means the top two boxes — 4 and 5. Counting only 5s gives a much harsher number, and counting 3s gives a flattering one. Pick one definition and never change it, because the comparison over time is the whole value.
Questions people ask
Should the neutral middle option count as satisfied?
No. A 3 out of 5 is someone withholding judgement. Counting it as satisfaction is the most common way teams accidentally inflate CSAT.
CSAT or NPS?
CSAT measures a specific interaction and works best immediately after one. NPS measures overall relationship sentiment and works better as a periodic pulse. Many teams run CSAT after support tickets and NPS quarterly.
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