Enter how many customers chose each rating on your 1 to 5 satisfaction survey. You get the CSAT score, the average rating, the full split and how much the score could move by chance.
Your survey ratings
The example numbers are a sample. Replace them with your own.
CSAT score
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Responses
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Average rating
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Margin of error
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Very satisfied0%
Satisfied0%
Neutral0%
Unsatisfied0%
Very unsatisfied0%
The formula
CSAT = satisfied responses / all responses × 100
The usual survey asks “How satisfied were you with the support you received?” with answers from 1 (very unsatisfied) to 5 (very satisfied).
A worked example
Out of 120 responses, 58 rated 5 and 32 rated 4. That is 90 satisfied out of 120, so CSAT is 75%. Counting only the 58 fives, it is 48.3%.
Why the margin of error matters
With few responses, the score can move several points by chance. The calculator shows the margin of error at 95% confidence, so you can tell a real change from noise before you act on it.
Getting useful CSAT data
Send the survey right after the ticket is solved, while the conversation is fresh.
Keep it to one question plus an optional comment box.
Break the score down by agent, channel and ticket type to find what to fix.
Frequently asked questions
How do you calculate CSAT?
Divide the number of satisfied responses by the total number of responses and multiply by 100. Satisfied usually means a 4 or 5 on a 1 to 5 scale, so 75 satisfied answers out of 100 is a CSAT of 75%.
Should I count only 5s as satisfied?
Counting 4 and 5 is the most common method. Counting only 5 is stricter and shows how many customers were delighted. Pick one and keep it, so your scores stay comparable over time.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with one interaction, such as a solved ticket. NPS asks how likely a customer is to recommend you, which reflects the whole relationship. Support teams usually track CSAT per ticket and NPS on a schedule.
Does this calculator store my data?
No. It runs in your browser and nothing you enter is sent anywhere.