Free ForeverNo SignupSupport AnalyticsUpdated 2026

CSAT Calculator

Calculate your Customer Satisfaction Score and identify where your experience falls short.

CSAT = (Satisfied responses ÷ Total responses) × 100. "Satisfied" = all respondents who scored 4–5 on a 5-point scale. It measures satisfaction with a specific interaction — a support ticket, an onboarding call, or a product release. Industry average is 77–85%.

Satisfied Responses (4–5)

Number who rated their experience 4 or 5 out of 5

Total Responses

Total number of survey responses received

Survey Context

What are you measuring satisfaction for?

The Formula

CSAT % = (Satisfied ÷ Total) × 100

In plain English

CSAT = (satisfied responses / total responses) × 100. Satisfied = scored 4 or 5 on a 1–5 scale.

Worked Example

340 satisfied ÷ 420 total = 81% CSAT. Industry benchmark for support: 82%. Gap: −1 point.

CSAT vs NPS vs CES

Use CSAT to measure satisfaction with specific interactions (ticket resolved, onboarding completed). Use NPS to measure overall loyalty and likelihood to recommend. Use CES to measure the effort required for a specific task.

The three together form a complete CX measurement framework. CSAT tells you if interactions went well. CES tells you if they were effortless. NPS tells you if customers would recommend you overall.

77–85%

Typical CSAT range across industries

90%+

Target CSAT for customer support

24 hours

Optimal survey delivery after interaction

30%

Typical survey response rate

CSAT Benchmarks by Context (2026)

Context	Poor	Average	Excellent
Customer support	< 75%	80–87%	92%+
Onboarding	< 70%	75–82%	88%+
Product features	< 65%	72–80%	85%+
Overall satisfaction	< 72%	78–85%	90%+

Source: Zendesk CX Trends 2025 · Gartner Customer Service Report

Common Mistakes

⚠️

Sending CSAT surveys too long after the interaction

CSAT should be sent within 24 hours of the interaction. After 48 hours, recall fades and scores become less reliable. For support tickets, trigger the survey automatically on close.

⚠️

Only measuring CSAT on support, not onboarding or product

Support CSAT is the most common but misses two critical moments: onboarding (first 30 days) and key product interactions. Add CSAT surveys at these touchpoints for a complete picture.

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Not segmenting CSAT by team or agent

Company-wide 83% CSAT may hide one team at 72% and another at 94%. Segment by team, agent, and issue type to identify specific improvement areas.