People who chose a satisfied rating
Customer satisfaction
Enter responses to see your score.
Score is a percentage of satisfied responses
Band labels are guidance for reading the number, not an industry standard.
- Satisfied
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- Total responses
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Collect ratings with FormFlux's customer feedback or product feedback template.
What is CSAT?
Customer satisfaction (CSAT) is the percentage of people who gave a satisfied rating. It answers a narrower question than loyalty: of everyone who responded, how many were satisfied?
How to use this calculator
- Choose Counts if you already know the satisfied total.
- Choose Scale breakdown if you have the number of people at each rating. Pick 1 to 5 or 1 to 3.
- Read the percentage, the satisfied count, and the guidance band.
Formula
CSAT = (Satisfied responses / Total responses) × 100
Example: 80 satisfied responses out of 100 is a CSAT of 80%. On a 1 to 5 scale, only ratings 4 and 5 are in the satisfied count.
CSAT vs NPS
CSAT measures satisfaction on the scale you chose. NPS measures how likely people are to recommend you, on 0 to 10, and can be negative. If you have recommendation scores, use the NPS calculator.
Frequently asked questions
What is a good CSAT score?
These ranges are guidance, not a published industry average. Below 70% means a large share of people were not satisfied. 70% to under 85% is a solid score. 85% and above is strong. Compare a new score with your own earlier surveys.
Which ratings count as satisfied?
On a 1 to 5 scale, ratings 4 and 5 count as satisfied. On a 1 to 3 scale, only the top score counts. Pass the counts into the calculator, or enter each rating total in the scale breakdown.
How is CSAT different from NPS?
CSAT is the share of people who said they were satisfied. NPS subtracts the share of detractors from the share of promoters on a 0 to 10 recommendation question. Use the NPS calculator when you have that 0 to 10 question.
Is this CSAT calculator free?
Yes. It runs in your browser and does not require an account. FormFlux's core form builder is free forever if you want to collect the ratings yourself.