CSAT calculator
Work out your customer satisfaction score from your survey answers, instantly.
Your CSAT score
How it works
Enter your answers
How many customers rated 1, 2, 3, 4 and 5 on your survey.
See your score
CSAT updates as you type: the share of answers rated 4 or 5.
Compare it
See the average rating and the split, and check it against your last period.
Enter how many customers picked each rating from 1 to 5. You get your CSAT score, the average rating and how the answers split, with no sign-up.
Use it for cSAT score, customer satisfaction, support metrics, survey results and team reporting.
The CSAT formula
CSAT, or customer satisfaction score, is the share of survey answers that are positive. On a 1 to 5 scale, count the 4s and 5s, divide by all answers, and multiply by 100.
CSAT = (answers rated 4 or 5 ÷ all answers) × 100
A team with 150 fives, 60 fours, 20 threes, 10 twos and 10 ones has 210 satisfied answers out of 250, a CSAT of 84%. Neutral 3s count in the total, which is why they pull the score down.
What is a good CSAT score?
There is no single number that is good for everyone. Scores change with the industry, the channel and the kind of question people ask. The most useful comparison is your own: last month, last quarter, and by channel or team. Many support teams aim for 80% or higher. Look at the 1s and 2s as well as the score: a small group of very unhappy customers often points to one problem you can fix.
How to raise CSAT
Slow first replies are one of the most common reasons for a low rating.
Send one question right after the conversation ends, in the same channel.
Group the 1s and 2s by topic to find the issue behind them.
Reply to unhappy customers. A fixed problem often turns into a good review.
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Questions
How do you calculate CSAT?
Count the answers rated 4 or 5 on a 1 to 5 scale, divide by the total number of answers, and multiply by 100. 210 satisfied answers out of 250 is a CSAT of 84%.
What is a good CSAT score?
It depends on your industry and channel, so compare against your own past months first. Many support teams aim for 80% or higher, and a drop of a few points in a week is worth a look.
Should 3 count as satisfied?
No. The standard CSAT formula counts only 4 and 5 as satisfied. A 3 is neutral, so it counts in the total but not in the score.
What is the difference between CSAT and the average score?
CSAT is the share of happy customers. The average is the mean rating from 1 to 5. Two teams can have the same average and very different CSAT, so this calculator shows both.
How do I raise my response rate?
Send the survey right after the conversation ends, in the same channel, with one question. Sift sends CSAT surveys when a conversation closes, and estimates CSAT on every conversation, including the ones nobody rates.
The free tools take a snapshot. Sift runs all day.
Sift gives social teams AI agents that read every conversation, answer customers, flag what's growing and write the weekly report. The free tools run on the same agents.
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