CSAT calculator
Enter the number of satisfied responses and total valid responses. The calculator returns your customer satisfaction score, the dissatisfied or neutral count, and the ratio behind the percentage.
Nothing you enter leaves your browser. The calculator does not save responses or contact details.
How the calculation works
Define “satisfied” before you calculate
On a five-point satisfaction scale, the usual top-two-box calculation treats 4 and 5 as satisfied. On a three-point scale, only the positive choice normally counts. Publish the scale and rule with the result so the percentage can be reproduced.
Do not merge missing answers into the negative bucket. The denominator should be valid responses to the satisfaction question, not every person who opened the survey.
Pair CSAT with one diagnostic question
A percentage tells you how much satisfaction you measured, not what caused it. Ask one optional improvement question and read it alongside the score. The customer survey template includes that pattern.
For question ideas and tradeoffs, see the guide to customer satisfaction survey questions. Keep the form short enough that the people with a poor experience still finish it.
CSAT calculator questions
How do I calculate CSAT?
Divide the number of satisfied responses by the total number of valid responses, then multiply by 100.
Which survey scores count as satisfied?
On a five-point scale, scores of 4 and 5 usually count as satisfied. The important part is defining the rule before analyzing the result.
Is CSAT the same as NPS?
No. CSAT measures satisfaction with an experience, while NPS uses a recommendation question and a different scoring method from -100 to 100.
Should blank answers count against CSAT?
No. Exclude missing answers from the valid-response denominator and report the response count separately.
Can CSAT exceed 100 percent?
No. If satisfied responses are greater than total valid responses, the counts are inconsistent. This calculator caps the numerator at the total.