How many customers gave each rating?
Example numbers. Replace with your survey.
CSAT score
…
…How to use the CSAT calculator
This CSAT calculator online works from your rating counts, so you don’t need to export raw survey responses.
- Pick your scale: 5, 7 or 10 points.
- Enter how many customers chose each rating.
- Set which ratings count as satisfied. The default is the top two.
- Read your CSAT score. Under it you’ll see the average rating and how far the score could be off with this many replies.
Copy the result straight into your report, or copy a link that reopens the CSAT score calculator with your numbers.
What is a good CSAT score?
Around 80% is typical. That was the median across 1,259 surveys in Survicate’s 2025 CSAT benchmarks, and most of them used a 5-point scale counting 4 and 5. Score a 5-point survey the same way in the CSAT calculator and you can compare directly.
What counts as good depends on your industry. Each median uses Survicate’s own cut-off for its scale:
| Industry | Median CSAT |
|---|---|
| Manufacturing and logistics | 93.0% |
| Retail and wholesale | 84.2% |
| Healthcare | 83.1% |
| Agencies and consulting | 82.8% |
| Education | 82.6% |
| Financial services and fintech | 80.9% |
| Digital marketplaces | 79.2% |
| SaaS | 77.8% |
| Media and marketing | 69.9% |
How you ask matters too. Surveys sent as a link had a median of 86.2%, while widget surveys came in at 70.1%. Compare yourself with surveys sent the same way as yours, and treat the median as the middle of the pack, not the finish line.
How to calculate CSAT score
The customer satisfaction score formula is short:
Formula
Customer satisfaction score (CSAT) = satisfied responses ÷ total responses × 100
Here’s a CSAT score calculation from start to finish. Your support team gets 400 replies on a 5-point survey: 200 fives, 132 fours, 40 threes, 16 twos and 12 ones. Add up the 4s and 5s and divide by every reply: 332 ÷ 400 × 100 = 83.0%. That’s your CSAT percentage.
The 40 neutral answers count in the total but not as satisfied, so they pull the score down. That’s on purpose. A customer who says “fine” isn’t a happy one.
Why your CSAT score doesn’t match another report
Two CSAT scores only compare if they were worked out the same way. When yours looks off against last quarter or another tool, check these first.
The satisfied line is in a different place
The CSAT calculation itself never changes. What changes is which ratings you count. Count only the 5s and the same 400 replies give 50.0% instead of 83.0%. On longer scales the gap gets bigger. Switch the CSAT calculator to 10 points and its example of 400 replies scores 70.0% counting 9 and 10, 84.0% counting 8 to 10, and 93.0% counting 6 to 10. Same customers every time. Set the line with “Satisfied means a rating of at least” so it matches the report you’re comparing with.
The scale changed
There’s no 10-point cut-off that matches 4 and 5 on a 5-point scale exactly. If your survey switched scales, restart the trend line at the switch and say so in the report. Don’t draw one line across it.
There aren’t enough replies
With 100 replies at 80%, the true score could be about 8 points higher or lower. With 400 replies it’s about 4. So a drop from 84% to 79% on 100 replies may be nothing at all. The calculator shows this margin under your score once you have at least 10 satisfied and 10 other answers.
What to do with your CSAT score
The percentage tells you where you stand. The ratings behind it tell you what to do next.
Start with the 1s and 2s. They show you what to fix. Tag each one by cause and fix the biggest group first. The score only moves when those customers end up at 4 or 5.
Watch your 5s, not only the percentage. Top-two scoring treats a 4 like a 5, so a team can hold a steady 83% while its 5s slowly turn into 4s. The bars in the CSAT calculator show the split. If the top bar shrinks month after month, act before the percentage moves.
Don’t survey only the easy cases. Sending surveys only after a ticket is solved, or letting agents choose who gets one, makes the score look better and hides the problems you need to see.
Report the score with its context. “83% on a 5-point scale, counting 4 and 5, from 400 replies” can’t be misread. The CSAT calculator’s Copy result button gives you that line.
CSAT vs NPS vs CES
| Metric | What it asks | Use it to |
|---|---|---|
| CSAT | How satisfied were you? | Judge one interaction or product moment |
| NPS | How likely are you to recommend us? | Track loyalty to the company over time |
| CES | How much effort did it take? | Find where customers struggle in a process |
Frequently asked questions
Is 80% CSAT good?
On a 5-point survey counting 4 and 5, for a SaaS team, yes: it’s above the SaaS median of 77.8%. In retail (84.2%) or healthcare (83.1%), it’s a little below the middle of the pack.
Is 90% CSAT good?
Yes. 90% is above the median in every industry in the table except manufacturing and logistics, at 93.0%, which was a small sample of 48 surveys.
Is a CSAT score the same as the average rating?
No. The same 400 replies give a CSAT score of 83.0% and an average rating of 4.23 out of 5. The CSAT calculator shows both. Keep an eye on the average too, since it moves when 5s turn into 4s and the percentage doesn’t.
How do you calculate CSAT and NPS?
CSAT is the share of satisfied ratings. NPS uses one 0 to 10 question about recommending you: take the share of promoters (9 and 10) and subtract the share of detractors (0 to 6). Passives (7 and 8) aren’t added or subtracted, but they still count in the total.
How do I calculate CSAT in Excel or Google Sheets?
With one rating per row in B2:B401, use =COUNTIF(B2:B401,”>=4″)/COUNTA(B2:B401) and format the cell as a percentage. That counts 4 and 5 on a 5-point scale. Change “>=4” to match your own cut-off.
How often should you measure CSAT?
Send the survey right after the interaction, while it’s fresh. Report on a fixed period, such as monthly, once you have enough replies for the margin of error to be smaller than the change you want to spot.