Free CSAT Calculator
Calculate your Customer Satisfaction Score and compare against 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.
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.
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