Free tool CSAT calculator: how to calculate customer satisfaction
CSAT is the share of customers who rate an interaction 4 or 5 out of 5. Enter how many people chose each rating and get the satisfaction rate, the average and the share who were unhappy.
- 1–5 rating scale
- Updates as you type
- Runs locally
Work out your CSAT score
Enter the number of responses for each rating. Empty boxes count as zero.
Number of 5-star ratings.
Number of 4-star ratings.
Number of 3-star ratings.
Number of 2-star ratings.
Number of 1-star ratings.
CSAT score
77.0%
Ratings of 4 or 5 ÷ all ratings.
Share these inputs: the values go after the # in the link, so they never reach a server.
https://tapcub.com/tools/csat-calculator
Version v1.0Updated Update history
Three numbers from one set of ratings
CSAT is the headline, but the average and the dissatisfied share tell you what kind of satisfaction it is.
CSAT score
The share of satisfied customers: 4s and 5s over all ratings. The sample gives 308 ÷ 400 = 77.0%. Neutral 3s count in the total but not as satisfied.
Average rating
The mean score out of 5. It moves when 5s turn into 4s, which the CSAT score ignores. Use it to see whether satisfied customers are becoming merely satisfied.
Dissatisfied share
1s and 2s over all ratings. Two teams can share the same CSAT while one has three times as many unhappy customers. This is the number to work on first.
Responses
How many ratings the score rests on. Below a hundred or so, a few ratings move the score by several points.
CSAT measures a single interaction. It is a good fit right after a chat, a delivery or a support case, and a poor fit for overall loyalty.
Three ways to use the calculator
The inputs are the same; the question changes.
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1
Score a period
Enter the rating counts for a week or month from your survey or helpdesk report.
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2
Compare teams or channels
Run each team or channel separately and compare CSAT and the dissatisfied share side by side.
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3
Check before you celebrate
If CSAT moved by a few points on a small number of ratings, wait for more responses.
CSAT = ratings of 4 and 5 ÷ all ratings
The question is usually "How satisfied were you with …?" answered from 1 (very dissatisfied) to 5 (very satisfied). Counting only the top two answers is called top-two-box.
- All ratings, including neutral 3s, are in the denominator
- Average = sum of (rating × count) ÷ number of ratings
- Dissatisfied = ratings of 1 and 2 ÷ all ratings
CSAT
CSAT = (n₅ + n₄) ÷ n
(180 + 128) ÷ 400 = 77.0%
Average
average = (5n₅ + 4n₄ + 3n₃ + 2n₂ + n₁) ÷ n
(900 + 512 + 144 + 48 + 20) ÷ 400 = 4.06
Dissatisfied
dissatisfied = (n₂ + n₁) ÷ n
(24 + 20) ÷ 400 = 11.0%
Same CSAT, different problems
One month of ratings from three support channels, 100 ratings each. The CSAT column alone would rank the first two as equal.
| Channel | Ratings 5 / 4 / 3 / 2 / 1 | CSAT | Average | Dissatisfied |
|---|---|---|---|---|
| 60 / 20 / 5 / 5 / 10 | 80.0% | 4.15 | 15.0% | |
| Phone | 30 / 50 / 15 / 5 / 0 | 80.0% | 4.05 | 5.0% |
| Help center | 45 / 25 / 20 / 6 / 4 | 70.0% | 4.01 | 10.0% |
Email and phone both score 80%, but email has three times the dissatisfied share; its higher average comes from many 5s hiding many 1s. Sample figures.
Where CSAT comparisons go wrong
The formula is fixed. The definition around it is where teams diverge.
Mixing the percentage and the average
77% and 4.06 describe the same ratings. Pick one headline and say which one you report.
Different scales
A 1–5 CSAT and a 1–10 or emoji scale are not comparable. Convert the scale or keep them apart.
Dropping the neutrals
Leaving 3s out of the denominator raises CSAT without a single customer being happier.
Ignoring who answers
Ratings are usually optional. A change in response rate can move CSAT as much as a change in service.
Where the rating is earned
A CSAT survey asks about a conversation after it is over. TapCub’s live chat is where that conversation happens, on the same visitor data as its analytics.
Live chat on the same data
Compare the people who chatted with the people who did not: conversion rate, order value and repeat rate.
Learn moreFirst response time
How long a visitor waits for the first reply from a person — the wait customers feel most.
Learn moreResolution rate
The share of conversations marked as resolved. Read it next to first response time.
Learn moreCSAT questions
Still have a question?
Chat with the team behind TapCub — we usually reply within a few hours on business days.
What is CSAT?
Customer satisfaction score: the share of customers who say they were satisfied with a specific interaction, such as a support case, a delivery or a purchase. It is usually asked on a 1–5 scale right after the interaction.
How do I calculate a CSAT score?
Add the 4 and 5 ratings and divide by all ratings. 180 fives and 128 fours out of 400 ratings give 308 ÷ 400 = 77.0%.
Should I report the percentage or the average rating?
The percentage is easier to explain and is what most teams call CSAT. The average catches shifts between 4 and 5 that the percentage hides. Report one as the headline and keep the other next to it.
What is a good CSAT score?
It depends on the industry, the channel and how the question is worded, so a single benchmark misleads. Compare against your own history with the same question and scale, and watch the dissatisfied share.
How is CSAT different from NPS?
CSAT asks about one interaction; NPS asks about the relationship and whether someone would recommend you. A customer can be satisfied with a chat and still not recommend the product.
How many ratings do I need?
Enough that a few ratings do not move the score much. With 100 ratings, one rating is one point. The confidence interval calculator shows the range around a CSAT percentage.
Update history
New features, fixes and data refreshes for this tool, newest first.
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· v1.0
LaunchedFirst release.
Missing something or found an error? Tell us — requests that come up often go into the next update. All tool updates
Answer while the customer is still there
Satisfaction is decided during the conversation, not in the survey after it. Live chat on your site lets you reply while the visitor is still on the page.