Free CSAT Calculator

Calculate your Customer Satisfaction Score (CSAT) instantly. Enter satisfied responses and total responses to get your CSAT percentage and benchmark.

Survey responses

“Satisfied” = ratings of 4 or 5 on a 1–5 scale (or 5–7 on a 1–7 scale).

Satisfied responses

Total responses

CSAT Score

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Add responses above

Dissatisfied

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Total Responses

0

What is CSAT?

Customer Satisfaction Score (CSAT) measures how satisfied customers are with a specific interaction or product. You ask “How satisfied are you with …?” on a 1–5 (or 1–7) scale, then divide the number of satisfied respondents (typically 4s and 5s) by total respondents and multiply by 100. The output is a percentage from 0 to 100.

CSAT is fast and intuitive — but the gold mine is the open-ended “why?” that follows. ShowTrust gives you a clean, hosted submission page for those follow-up answers and an embeddable wall of love that turns happy customers into social proof on autopilot.

Hosted Submission Form

Give customers a clean, branded page to leave testimonials in seconds. No login required for them, full control for you.

Embeddable Wall of Love

Drop a single snippet on your site and show off authentic reviews. Auto-updates as new testimonials come in.

Authentic Social Proof

Real testimonials from real customers — no AI-generated fakes, no stock quotes. Build trust the right way.

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Who Tracks CSAT?

Any team that ships customer-facing experiences.

Support Leaders

Score every ticket and spot agents, queues, or issue types that drag satisfaction.

Product Teams

Measure satisfaction with specific features after launch.

E-commerce Owners

Survey post-delivery to catch fulfillment problems before they hit reviews.

SaaS Onboarding

Confirm onboarding actually clicked — or fix the friction before churn.

Retail Brands

Survey in-store experiences and benchmark across locations.

Service Businesses

Get rapid signal after every job completion to drive repeat work.

QA Teams

Quantify the user impact of bugs and regressions, not just count them.

Founders

Get a daily pulse on whether the product is actually delivering.

Frequently Asked Questions

How is CSAT calculated?

CSAT % = (Number of satisfied responses ÷ Total responses) × 100. On a 1–5 scale, “satisfied” typically means 4 or 5. On a 1–7 scale, it’s typically 5–7.

What is a good CSAT score?

Industry averages sit around 75–85%. Anything above 85% is strong; above 90% is excellent. Software and SaaS often run higher (85–90%), while telecom and utilities skew lower (65–75%).

Should I use a 1–5 or 1–7 scale?

Both work. 1–5 is simpler and gets higher response rates; 1–7 captures more nuance and is preferred for academic-grade research. Pick one and stay consistent — switching scales breaks comparability.

When should I send a CSAT survey?

Send CSAT immediately after a specific interaction: a support resolution, a purchase, a delivery, an onboarding step. Same-day responses are the most accurate. NPS, by contrast, is relational and sent periodically.

What’s the difference between CSAT and NPS?

CSAT measures satisfaction with a specific moment in time. NPS measures overall loyalty and willingness to recommend. CSAT tells you if today went well; NPS tells you if you’ll grow.

How do I act on a low CSAT score?

Always pair the score with a free-text follow-up. Cluster the responses by theme, prioritize the top 2–3, and assign owners. Re-survey the same cohort after the fix to confirm the score moved.

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