Free tool
CSAT calculator
Enter how many customers chose each rating from 1 to 5, or paste your raw ratings. Your customer satisfaction score updates as you type.
Excellent. Almost everyone left satisfied.
- Satisfied (4–5)
- 273
- Responses
- 300
- Average rating
- 4.5 / 5
The CSAT formula
In the example above, 273 of 300 customers chose 4 or 5, so CSAT is 273 ÷ 300 × 100 = 91%.
CSAT or average rating?
CSAT counts how many people were happy. The average rating shows how happy people were overall. Two teams can share an average of 4.0 with very different CSAT, so it helps to watch both.
Not sure which metric to use? Read CSAT vs NPS vs CES.
How do you calculate CSAT?
Divide the number of satisfied responses (4 or 5 on a 1–5 scale) by the total number of responses, and multiply by 100.
What is a good CSAT score?
Many teams aim for 80% or more, but it varies by industry and channel. Your own trend, and the difference between teams, is the most useful comparison.
Do neutral answers count?
Yes. Neutral (3) answers count towards the total but not as satisfied, so they lower your CSAT.
Can Rirofeed calculate CSAT for me?
Yes. Rirofeed shows CSAT and rating summaries for every form, with a 30-day trend. See CSAT surveys.
Measure CSAT after every ticket.
Rirofeed sends the survey automatically and alerts your team about unhappy customers. Free to start.