How CSAT works
Customers answer a question such as "How satisfied were you with your support experience?" The most common scale is 1 (very unsatisfied) to 5 (very satisfied). Some teams use a 1 to 3 scale or faces.
How to calculate CSAT
CSAT = satisfied responses divided by total responses, multiplied by 100.
On a 1 to 5 scale, satisfied usually means a 4 or a 5. If 80 of 100 customers answer 4 or 5, your CSAT is 80%.
The CSAT calculator works from a count of satisfied responses or from a full rating breakdown.
Why it matters
CSAT measures one moment, such as a support chat or an onboarding call. That makes it useful for finding which part of the customer experience needs work. For a measure of loyalty over time, use NPS.
CSAT in FormFlux
Build a CSAT survey with a rating field set to 1 to 5, then add an optional comment field. The customer feedback survey template is a starting point.