CSAT calculator
Calculate Customer Satisfaction Score from customer ratings. Enter response counts per 1–5 scale — get CSAT% and interpretation instantly.
Enter survey data
Enter number of responses for each rating from 1 to 5
Assumptions and limitations
- Standard CSAT uses top-2 box (ratings 4–5).
- Scale 1–5: 1 = very dissatisfied, 5 = very satisfied.
- For benchmark comparison use top-2 box.
In SurveyNinja, NPS, CSAT and more are calculated automatically. Create a survey in 5 minutes and get real-time analytics.
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How CSAT is calculated
CSAT formula
CSAT = (Positive responses / Total responses) × 100%. With top-2 box, ratings 4 and 5 on 1–5 scale count as positive. Result is 0% to 100%.
Top-2 box vs Top-1 box
Top-2 box (4–5) — standard approach, gives fuller picture. Top-1 box (5 only) — stricter, shows share of "delighted" customers. Choose based on goals.
When to use CSAT
CSAT measures satisfaction with a specific interaction: purchase, support contact, visit. For overall loyalty, NPS is better.
Link to business metrics
High CSAT correlates with repeat purchases and lower churn. But track not only average CSAT but also trends by segment.
CSAT calculation examples
1 Good CSAT
2 Problematic CSAT
3 Excellent CSAT (service)
4 Even distribution
5 Scale 1–5, 200 respondents
6 Channel comparison
CSAT benchmarks by industry
* Benchmarks approximate, top-2 box (4–5).
FAQ about CSAT
What is CSAT?
How does CSAT differ from NPS?
What CSAT is considered good?
What scale to use for CSAT?
How often to measure CSAT?
Can CSAT collection be automated?
What is top-2 box?
How is CSAT related to churn?
Automate your metrics
In SurveyNinja, NPS, CSAT and more are calculated automatically. Create a survey in 5 minutes and get real-time analytics.
Start free