CSAT calculator

Type how many customers gave each rating from 1 to 5, or choose a survey export. You get the CSAT score (the share of 4s and 5s), the average rating and how far the score could move by chance. It is calculated in your browser; nothing is uploaded.

Rated 1

Rated 2

Rated 3

Rated 4

Rated 5

Or choose your export CSV with a 1 to 5 rating column, from any survey tool

77%CSAT from 1,240 responses

77 % satisfied (4 to 5)12 % neutral (3)10 % dissatisfied (1 to 2)

Average rating: 4.06 out of 5.

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See which themes cost you points

Your CSAT says how many customers are unhappy. Your comments say why, and we measure which reason costs the most.

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How CSAT is calculated

CSAT (customer satisfaction score) comes from one question, usually: how satisfied were you with this, from 1 to 5. The score is the share of satisfied answers.

CSAT = answers of 4 and 5 ÷ all answers × 100With 420 fours and 540 fives out of 1,240 answers, 960 ÷ 1,240 gives a CSAT of 77 %.

3 is neutralIt counts in the total, not as satisfied. A survey with many 3s has a lower CSAT than its average suggests.

In a spreadsheetWith ratings in B2 to B501: =COUNTIF(B2:B501,">=4")/COUNT(B2:B501) gives the share, formatted as a percentage. =AVERAGE(B2:B501) gives the average rating.

Likely rangeThe calculator adds a 95 % range: 1.96 × √(p × (1 − p) ÷ n), where p is the CSAT share and n the number of answers. It shows from 10 answers on.

CSAT vs average rating

Some teams report the share of 4s and 5s, others the average rating. Both come from the same answers and can tell different stories.

Two surveys with 100 answers each can share an average of 4.0: one where everyone gave a 4, one where 75 gave a 5 and 25 gave a 1. The first has a CSAT of 100 %, the second 75 %. The average hides the quarter of customers who were very unhappy; CSAT shows them.

	CSAT	Average rating
Answers the question	How many customers were satisfied?	How high are the ratings overall?
Unit	Percent of answers	Points on the 1 to 5 scale
A move from 3 to 4	Counts in full	Counts as one point
A move from 1 to 2	Does not change it	Counts as one point
Use it for	A headline people understand at once	Seeing small shifts across the whole scale

What is a good CSAT score?

The one you can improve on. A CSAT after a support ticket, after a delivery and for a product overall are different numbers, so a figure from another company only helps if it measures the same thing, the same way.

Compare with yourself firstYour own CSAT for the same touchpoint last month or last quarter is the fairest benchmark: same customers, same question, same channel.

Check the range before you celebrateAt a CSAT of 80 %, the likely range is about 8 points either way with 100 answers and about 4 with 400. A move of 3 points on 100 answers is often noise.

The score does not say whyThe comments do. Counting complaints is not enough: in 4,000 public clothing reviews rated 1 to 5 stars, fit or size came up most (32 % of reviews), but “doesn’t look flattering” cost the average rating more (−0.14 against −0.09 stars). See the example.

Questions

How do you calculate CSAT?

Count the answers of 4 and 5 on a 1 to 5 scale, divide by all answers and multiply by 100. With 960 satisfied answers out of 1,240, CSAT is 77 %.

Does a 3 count as satisfied?

No. A 3 is neutral. It counts in the total but not as satisfied, so many 3s pull CSAT down.

Is 90 % customer satisfaction good?

It depends on what you ask about, when and through which channel. Compare it first with your own earlier results for the same touchpoint, and check whether the change is larger than the likely range.

Should I report CSAT or the average rating?

Both are in use. CSAT shows how many customers were satisfied; the average shows how high the ratings are overall. Pick one for your headline number, keep it the same over time and name which one you report.

Can I calculate CSAT from a CSV export?

Yes. Choose the export from your survey tool. The calculator finds the 1 to 5 column in your browser and counts each rating. The file is not uploaded.

How many responses do I need?

At a CSAT of 80 %, the likely range is about 8 points either way with 100 responses and about 4 with 400. The calculator shows the range for your numbers from 10 responses on.

Find out which complaint costs you the most

Your CSAT says how many customers are unhappy. The comments say why. Leverboard measures which reason costs the most, from a CSV or Excel export with a rating and a comment per response. Also see NPS vs CSAT and how to analyze survey comments.

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