CSAT Calculator
CSAT is the simplest of the three big satisfaction metrics: the share of respondents who said they were satisfied, reported as a percentage. The only real decision in the customer satisfaction score calculation is which scale points count as satisfied — and this page settles that for 5-, 7- and 10-point scales.
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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.
Out of 5: count the 4s and 5s as satisfied. 120 satisfied out of 150 responses = 80% CSAT. Out of 7: count 6s and 7s. Out of 10: count 9s and 10s (or 8–10 if your team has always done so — consistency matters more than the cut-off).
CSAT is a percentage of satisfied respondents, not an average rating. "4.2 out of 5" is a mean score and a different metric; it hides how many people were unhappy. If you want one number to track, report the percentage and show the distribution beside it.
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.
How do I calculate CSAT out of 5?
Count every response of 4 or 5, divide by the total number of responses, and multiply by 100. Twenty-four 4s and 5s out of 30 responses is a CSAT of 80%. Enter those two counts above and the calculator does it, along with the confidence interval.
How do I calculate CSAT out of 10?
Same formula — satisfied divided by total, times 100 — with satisfied meaning the top boxes. Most teams count 9 and 10, mirroring NPS promoters; some count 8–10. Pick one, write it down, and never change it mid-series.
What is a good CSAT score?
Across industries, 75–85% is typical and above 90% is excellent, but the range varies a lot: a support desk resolving simple tickets should sit high, while an airline in a delay week will not. Your own last quarter is the benchmark that actually tells you something.
Should I report CSAT as a percentage or an average score?
The percentage. An average of 4.1 can come from everyone giving 4s or from half the sample at 5 and a quarter at 1, and those need different responses. The percentage of satisfied respondents is the recognised CSAT metric; keep the average as a secondary figure if your team is used to it.
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