Free CSAT Calculator

Calculate your Customer Satisfaction Score and compare against industry benchmarks

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Industry Benchmarks

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Calculate Your CSAT Score

Enter the number of satisfied customers (those who rated 4 or 5 on a 5-point scale, or "Satisfied" / "Very Satisfied") and your total number of survey responses.

What is Customer Satisfaction Score (CSAT)?

The CSAT Survey

CSAT surveys ask a simple question: "How satisfied were you with your experience?" Customers respond on a scale (typically 1-5 or 1-7).

5 - Very Satisfied: Exceeded expectations
4 - Satisfied: Met expectations
3 - Neutral: Neither satisfied nor dissatisfied
2 - Dissatisfied: Below expectations
1 - Very Dissatisfied: Far below expectations

Why CSAT Matters

Satisfied customers are 5x more likely to repurchase
A 5% increase in retention boosts profits by 25-95%
Dissatisfied customers tell 9-15 people about their experience
CSAT is the strongest predictor of repeat business

How to Calculate CSAT

The CSAT formula counts the percentage of customers who gave a positive rating. On a 5-point scale, "satisfied" means scores of 4 and 5. On a 7-point scale, it typically means 5, 6, and 7.

CSAT (%) = (Number of Satisfied Customers / Total Survey Responses) x 100

For example, if 160 out of 200 customers rated 4 or 5, your CSAT = (160 / 200) x 100 = 80% (Excellent).

CSAT Benchmarks by Industry

Average CSAT scores vary by industry. Use these benchmarks to contextualise your score and set realistic improvement targets.

E-commerce / Retail

78 – 85%

SaaS / Technology

72 – 80%

Healthcare

70 – 80%

Financial Services

68 – 78%

Hospitality

75 – 85%

Telecommunications

60 – 70%

Automate Satisfaction Tracking

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ReviewSense analyses customer reviews across all platforms to give you real-time satisfaction scores, sentiment trends, and AI-powered insights.

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Platform-Specific Resources