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CSAT calculator

Calculate your Customer Satisfaction Score from 1–5 survey ratings, with the full rating breakdown, the average rating and a 95% margin of error.

Ethan Brooks, Software Engineer

By , Software Engineer at Florm

Published · Editorial policy

Enter how many respondents chose each rating to “How satisfied were you with …?” on a 1–5 scale. Ratings 4 and 5 count as satisfied. Everything runs in your browser; nothing is sent or stored.

Your CSAT score

70.0%

140 satisfied of 200 responses. 95% confidence interval: 63.6% to 76.4% (±6.4 points).

Satisfied (4–5)
70.0%
Very satisfied (5)
30.0%
Dissatisfied (1–2)
12.5%

Average rating: 3.83 / 5

CSAT = 140 ÷ 200 × 100 = 70.0%

CSAT (Customer Satisfaction Score) is the percentage of respondents who say they are satisfied, usually measured with one question on a 1–5 scale right after a purchase, delivery or support interaction. It is one of the three most common customer experience metrics, alongside Net Promoter Score (NPS) and Customer Effort Score (CES).

How to calculate CSAT

  1. Ask the CSAT question: Ask “How satisfied were you with [your purchase / our support / your visit]?” on a 1–5 scale from Very dissatisfied to Very satisfied.
  2. Count the ratings: Count how many respondents chose each rating from 1 to 5, or note how many were satisfied and how many answered in total.
  3. Enter the numbers: Type the counts into the calculator. Ratings of 4 (Satisfied) and 5 (Very satisfied) count as satisfied responses.
  4. Read your CSAT score: CSAT = satisfied responses ÷ total responses × 100. The calculator also shows the rating breakdown, the average rating and the 95% confidence interval.
Cashier tapping a point-of-sale screen while handing over a receipt at checkout

The CSAT formula

CSAT (%) = number of satisfied responses ÷ total number of responses × 100

  • Satisfied responses are the top two answers on a 5-point scale: 4 (Satisfied) and 5 (Very satisfied). This is often called the top-2 box.
  • Total responses include everyone who answered the question, including neutral (3) and dissatisfied (1–2) answers. People who skipped the question are left out.

The result is a percentage from 0% to 100%. Because CSAT is a simple proportion, its margin of error follows the standard formula for a percentage: 1.96 × √(p × (1 − p) ÷ n) at 95% confidence, where p is CSAT as a decimal and n is the number of responses.

Worked example

A store sends a one-question customer satisfaction survey after each order and gets 200 responses: 10 people choose 1, 15 choose 2, 35 choose 3, 80 choose 4 and 60 choose 5.

  1. Satisfied responses: 80 + 60 = 140.
  2. CSAT: 140 ÷ 200 × 100 = 70%.
  3. Margin of error: 1.96 × √(0.70 × 0.30 ÷ 200) ≈ 0.0635, so ±6.4 points, and the 95% confidence interval is 63.6% to 76.4%.
  4. Average rating: (1×10 + 2×15 + 3×35 + 4×80 + 5×60) ÷ 200 = 765 ÷ 200 = 3.83 out of 5.
  5. Very satisfied only (top-box): 60 ÷ 200 = 30%.

These are the default numbers in the calculator above, so you can check each step. A smaller example: 45 satisfied customers out of 60 responses give a CSAT of 45 ÷ 60 × 100 = 75%, with a margin of about ±11 points because the sample is small.

CSAT scales: which answers count as satisfied?

The 5-point scale is the standard, but some teams use other formats. Whatever you choose, keep it the same from survey to survey so the scores stay comparable.

CSAT rating scales and which answers count as satisfied
ScaleAnswer optionsCounted as satisfied
5-point (most common)1 Very dissatisfied … 5 Very satisfied4 and 5
7-point1 Extremely dissatisfied … 7 Extremely satisfied6 and 7
3-pointUnsatisfied · Neutral · SatisfiedSatisfied only
Emoji / facesSad … neutral … happy faces, usually 3 or 5The two happiest faces (5-face scale)

For a 7-point or 3-point scale, use the “Satisfied + total” tab above.

CSAT vs. NPS vs. CES

The three metrics answer different questions, so they work best together:

CSAT compared with NPS and CES
MetricQuestionScaleScoreBest for
CSAT (Customer Satisfaction Score)How satisfied were you with …?1–5 (sometimes 1–7)% satisfied (4–5)Right after a purchase, delivery or support ticket
NPS (Net Promoter Score)How likely are you to recommend us to a friend or colleague?0–10% promoters − % detractors (−100 to +100)Relationship loyalty, every quarter or after key milestones
CES (Customer Effort Score)How easy was it to get your issue resolved?1–5 or 1–7Average score or % easyAfter a support or self-service task

Use CSAT to judge a single touchpoint and NPS to track the overall relationship. To score NPS answers, use the NPS calculator.

Customer satisfaction survey questions

A CSAT survey is usually one rating question plus an optional follow-up. These question wordings work on a 1–5 satisfaction scale; replace the bracketed part with the moment you are measuring:

  • Overall, how satisfied are you with your purchase?
  • How satisfied were you with the support you received today?
  • How satisfied are you with the speed of delivery?
  • How satisfied were you with your stay?
  • How satisfied are you with the onboarding process?
  • How satisfied are you with the value for money?
  • How satisfied were you with how our team handled your request?
  • How satisfied are you with the checkout experience on our website?

Follow the rating with one optional open question, such as “What is the main reason for your score?”, so you know why people are or aren’t satisfied. Our guide to open-ended survey questions has more follow-up examples, and the closed-ended questions guide explains how to build balanced rating scales.

How to get a CSAT score you can trust

  • Ask right after the moment. Satisfaction with a delivery or support chat fades quickly. Send the survey within a day, or show it on the confirmation page.
  • Keep the wording and scale fixed. Changing “satisfied” to “happy”, or a 5-point scale to a 7-point one, breaks comparisons with earlier results.
  • Label every point. A fully labeled scale (Very dissatisfied, Dissatisfied, Neutral, Satisfied, Very satisfied) is easier to answer consistently than numbers alone.
  • Report the sample size and margin. A move from 72% to 75% on 150 responses is within the margin of error. Check it with the margin of error calculator, and plan how many responses you need with the sample size calculator.
  • Watch who doesn’t answer. CSAT only describes the customers who responded. A short survey with one or two questions keeps drop-off low.
  • Segment the score. Split CSAT by channel, product or team to find the touchpoint that pulls the overall number down.

Run a customer satisfaction survey with Florm

Florm’s online survey maker has a rating scale question with custom labels for the lowest and highest values, which is all you need for a 1–5 CSAT question. Add an optional long text follow-up, then share the survey by link or with a QR code on receipts and counters.

Use hidden fields to pass the order ID, store or support agent through the survey link, so you can split CSAT by touchpoint later. Florm’s analytics show per-question answer statistics and drop-off, and you can export every response to Excel or PDF. Enter the rating counts here to get your CSAT and its margin of error.

CSAT calculator FAQ

What is a CSAT score?

CSAT (Customer Satisfaction Score) is the percentage of customers who say they are satisfied with a product, service or interaction. On the usual 1–5 scale, it is the share of respondents who answer 4 (Satisfied) or 5 (Very satisfied).

How do you calculate CSAT?

Divide the number of satisfied responses (ratings 4 and 5 on a 5-point scale) by the total number of responses and multiply by 100. For example, 140 satisfied answers out of 200 responses give a CSAT of 140 ÷ 200 × 100 = 70%.

Do neutral answers count in CSAT?

Yes, in the total but not as satisfied. A rating of 3 (Neutral) stays in the denominator, so neutral customers lower your CSAT score. Only 4s and 5s are counted as satisfied.

Is CSAT the same as the average rating?

No. CSAT is a percentage of satisfied respondents, while the average rating is the mean of all scores, for example 3.8 out of 5. Two surveys can share an average and still have different CSAT scores, which is why this calculator shows both.

What is a good CSAT score?

There is no single benchmark that fits every industry, channel and question wording. The most reliable comparison is your own score over time, measured with the same question, scale and timing. Check the margin of error before treating a change as real.

What is the difference between CSAT and NPS?

CSAT measures satisfaction with a specific interaction on a 1–5 scale and is reported as a percentage. NPS measures loyalty with a 0–10 “how likely are you to recommend us” question and is reported as a score from −100 to +100. Many teams use CSAT after interactions and NPS every quarter.

How many responses do I need for a reliable CSAT?

It depends on the precision you need. With 200 responses and a CSAT near 70%, the 95% margin of error is about ±6.4 points; with 400 responses it is about ±4.5 points. Use the sample size calculator to plan for a target margin.

Does this CSAT calculator store my data?

No. All calculations run in your browser. Nothing you enter is sent to Florm or stored.

Related

NPS calculatorScore, breakdown and NPS margin of error.Sample size calculatorHow many responses you need for a target margin.Closed-ended questionsRating scales, multiple choice and yes/no examples.

Measure satisfaction after every interaction

Build a one-question CSAT survey in Florm’s visual editor and share it by link or QR code.

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