Csat Calculator
Fast, accurate and free online csat calculator tool running directly in your browser.
-
1Enter data
Enter content, paste text or load a file from disk. -
2Click the button
The tool will immediately process your data in the browser. -
3Get the result
Copy the finished text or save the file to your device.
return "Result ready in 0.1s";
}
Rate this tool:
Related tools
Other tools you may find usefulCSAT calculator – how to correctly measure customer satisfaction?
Customer satisfaction is the key to the success of every company, regardless of the industry. The key indicator for measuring this aspect is the Customer Satisfaction Score (CSAT). It allows for a direct assessment of user satisfaction with a specific contact with the company, purchase of a product, visit to the website or contact with the technical support department. A CSAT survey usually asks one simple question: "How satisfied are you with the service/product you purchased?", and customers respond on a scale (usually 1-5 or 1-10). Our free online CSAT calculator is a reliable tool that allows you to quickly calculate the percentage of satisfied customers based on raw survey responses.
Thanks to this, you will find out whether your service standards meet market expectations and in which areas you need to make immediate corrective changes.
How to calculate CSAT? Formula and examples
Calculating the CSAT index is very simple. The standard methodology is based on the share of positive ratings (e.g. 4 and 5 on a 5-point scale) in relation to all collected responses. The formula for CSAT is as follows:
$$\text{CSAT} = \left( \frac{\text{Number of positive ratings (4 and 5)}}{\text{Total number of all responses}} \right) \times 100\%$$
Example: If you conducted a survey and received a total of 200 responses, of which 150 customers rated your service 4 or 5 (passing grades), then your CSAT is: $$(150 / 200) \times 100\% = 75\%$$. This means that 75% of your customers are completely satisfied.
Comparison of key satisfaction and loyalty indicators: CSAT, NPS and CES
Various indicators are used in customer experience (CX) research. The table below compares the three most popular methodologies:
| The | Indicator What exactly does it measure? | Core Survey Question | Practical Application |
|---|---|---|---|
| CSAT(Customer Satisfaction Score) | Short-term satisfaction with a specific interaction or product. | "How would you rate your satisfaction with...?" | Evaluation of the handling of applications, the purchase process, a specific product. |
| NPS(Net Promoter Score) | Long-term loyalty and willingness to recommend the brand. | "How likely are you to recommend us to a friend...?" | Assessment of the overall health of the brand and customer relationships. |
| CES(Customer Effort Score) | The effort the customer had to put into resolving the matter. | "How easy was it to solve your problem/make your purchase...?" | Optimization of service processes, removal of barriers (friction). |
How to conduct CSAT step by step?
In order for the CSAT results to be reliable and help in business development, it is worth planning the survey process in accordance with the following guidelines:
- Select a touchpoint:Decide whether you are surveying satisfaction after a chat conversation, after delivery of a shipment, or after a trial period of using the SaaS system.
- Build a simple survey:Limit yourself to one main question and an optional text comment field (qualitative feedback).
- Choose the right moment:Send the survey immediately after the event (e.g. within 15 minutes after the end of the chat or 1 day after delivery), when the customer's emotions and impressions are still fresh.
- Analyze your results:Use our CSAT calculator to find out your overall score percentage. Pay special attention to comments from people who gave low ratings.
- Implement corrective actions:Contact dissatisfied customers to correct errors and make system changes in the company to eliminate recurring problems.
Frequently Asked Questions (FAQ)
What CSAT score is considered good?
The average CSAT score varies by industry, but a good and satisfactory score is generally considered to be between 75% and 85%. Scores above 90% indicate world-class customer service. If your CSAT drops below 70%, you should review your company's service standards.
Which ratings on a scale of 1-5 count as a satisfied customer?
According to the standard CSAT methodology, only the two highest scores are considered positive (satisfied customers): 4 (Satisfied) and 5 (Very satisfied). Ratings 1, 2 and 3 are treated as lack of complete satisfaction and are not included in the positive rating counter.
Is it worth using the CSAT scale from 1 to 10?
The 1-5 scale is most recommended for CSAT testing because it is fast and intuitive for the client (easier to choose from 5 options). The 1-10 scale is used more often in NPS surveys. However, if you use a scale of 1-10 on the CSAT, scores of 8, 9, and 10 are usually considered passing grades.
What is the difference between relational and transactional testing?
The CSAT Transaction Survey is sent immediately after a specific transaction (e.g., purchase or hotline contact) and measures satisfaction with that specific event. Relational research measures a customer's overall attitude towards a company over a longer period of time, without linking it to a specific purchase.
How to improve a low CSAT rate in your company?
To increase CSAT, shorten the waiting time for a response from the service department, simplify the complaint submission process, train employees in empathetic communication, and regularly analyze negative feedback and remove product errors reported by users.