ClarivoxxBy Abdessamad Ghanem

Free tool

Customer Satisfaction Score (CSAT) Calculator

CSAT = responses rated 4 or 5 ÷ total responses × 100 on a 1–5 scale. Enter the number of responses for each rating to get your CSAT score, the average rating and the share of dissatisfied customers (ratings 1–2).

Responses per rating (1–5 scale)

CSAT score

90.0%

Excellent satisfaction. Check the response rate so the score reflects all customers, not just the happiest.

Average rating

4.53 / 5

Dissatisfied (1–2)

5.0%

CSAT = (20 + 70) ÷ 100 × 100 = 90.0%
Average = 4.53 out of 5

Frequently asked questions

How do you calculate CSAT?
Add up the responses that chose 4 (satisfied) or 5 (very satisfied), divide by the total number of responses and multiply by 100. 70 fives, 20 fours and 10 lower ratings give a CSAT of 90%.
What is a good CSAT score?
Most support teams aim for 80% or higher, and strong teams sustain 90%+. The trend matters more than a single week: a drop of a few points often points to a specific queue, product issue or agent.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific interaction, such as a support ticket. NPS measures overall loyalty to the company. Use CSAT to manage service quality and NPS to track the relationship.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

Connect on LinkedInMore about Clarivoxx